Junior Trainer (Customer Service)

PT Finture Tech Indonesia; Daerah Khusus Ibukota Jakarta; On-site; IDR 200,000,000 - 300,000,000; Full time

Job summary

An innovative fintech start-up seeks a passionate Customer Service Trainer to lead impactful training sessions. This role involves analyzing training needs, developing engaging materials, and ensuring effective delivery to enhance agent performance. Join a dynamic team where your expertise will shape the future of customer service training in a fast-paced environment. If you are driven, creative, and eager to make a difference in the training landscape, this opportunity is perfect for you.

Qualifications

• Minimum 2 years of experience as a Customer Service Trainer.
• Excellent verbal and written communication skills.

Responsibilities

• Conduct training needs analysis to identify skill gaps.
• Organize and conduct training sessions effectively.

Skills

Training Needs Analysis

Communication Skills

Facilitation Skills

Excel Proficiency

Presentation Skills

Video Course Making

Education

Bachelor's Degree

Tools

Office Software

Presentation Making Tools

Job description

Conducting Training Needs Analysis (TNA) to Identify Training Requirements

Analyze training needs based on agent performance and feedback from the operations team.

Identify skill gaps or areas where agents lack understanding of products and procedures.

Coordinate with relevant teams to determine the most relevant training topics.

Develop a training plan that aligns with agent needs and company targets.

Supporting the Planning and Execution of Training Sessions

Assist in preparing materials, schedules, and effective training methods.

Organize and conduct training sessions in accordance with team needs and SLA requirements.

Ensure smooth delivery of training content in a clear and engaging manner.

Utilize various training methods, including case studies, simulations, and interactive discussions.

Monitor agent participation and engagement during training sessions.

Updating and Developing Product Knowledge Materials

Continuously update training materials based on product updates, policy changes, or new regulations.

Create concise, clear, and easy-to-understand training content.

Develop more interactive materials, such as infographics, short videos, or customer service scenarios.

Coordinate with relevant teams to ensure the accuracy of training materials.

Evaluating Training Effectiveness through Analysis and Feedback

Assess agent understanding through quizzes, tests, or post-training evaluations.

Analyze common mistakes or challenges agents face to improve future training.

Provide recommendations to enhance the effectiveness of training methods.

Prepare training reports that include agent progress, challenges encountered, and suggested improvements.

Demonstrating Leadership and Team Management Skills

Guide agents to become more independent in understanding training materials.

Manage tasks independently without constant supervision.

Work well under pressure while maintaining professionalism in training sessions.

Collaborate effectively with the lead trainer and other teams to achieve training objectives.

Requirement:

Bachelor's Degree from any related major.

Passionate for training, minimum 2 years of working experience.

Have excellent language expression, good communication ( verbal and written ) and facilitation skills, video course making, coordination abilities.

Familiar with office software, especially good at Excel, presentation making tools, etc.

Active with strong responsibility and willing to work in a fast paced environment.

What's your expected monthly basic salary?

How many years' experience do you have as a Customer Service Trainer?

How much notice are you required to give your current employer?

About Finture : Finture is a USD fund invested fintech start-up company. We provided the unique Neobanking business to our individual user _The YUP Card (Paylater Card) . As a member of AFTECH, Finture has a close partnership with major banks and financial institutions in Indonesia including BNI, BSS, VISA, GPN。

About Finture : Finture is a USD fund invested fintech start-up company. We provided the unique Neobanking business to our individual user _The YUP Card (Paylater Card) . As a member of AFTECH, Finture has a close partnership with major banks and financial institutions in Indonesia including BNI, BSS, VISA, GPN。