Customer Experience (CX) Operations Trainer

Castlery; Johor Bahru; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company at a pivotal moment in its growth journey. This role offers the chance to empower individuals through impactful training programs, enhancing customer satisfaction and service performance. Collaborate with a dynamic team to design and deliver engaging training that meets evolving customer needs. With a commitment to employee development and a supportive work environment, this position promises a fulfilling experience where you can thrive and make a significant impact on the organization’s success.

Qualifications

• Proven ability to create training materials using basic instructional design methods.
• Strong communication skills with presentation and facilitation abilities.

Responsibilities

• Lead onboarding sessions for new hires and mentor existing team members.
• Develop global CX training framework and review training effectiveness.

Skills

Self-motivated

Customer-centric

Planning and organization

Communication skills

Presentation and facilitation

Instructional design

Attention to detail

Understanding of adult learning concepts

Job description

At Castlery, we're seeking an experienced trainer with a passion for empowering individuals through impactful and engaging training programs.

In this role, you'll collaborate closely with the Customer Experience Manager and CX Shared Services Team to design and deliver training that enhances service performance and elevates customer satisfaction.

Your key responsibilities will include leading onboarding sessions for new hires, providing ongoing learning opportunities for current team members, and mentoring staff on processes and knowledge to drive performance and ensure compliance.

This position is ideal for someone who thrives in a fast-paced, dynamic, and ever-evolving environment.

Core Responsibilities

• Delivery of onboarding training while developing and maintaining onboarding materials
• Mentoring new and existing team members to improve performance and meet regularly with CX Manager to report progress
• Work closely with key functions to identify training needs or improvements
• Work with CX Shared Service team to develop a global CX training framework, with periodic review of the training program, materials, and delivery for effectiveness and relevance to existing processes, systems, products, customer needs, and trends

Requirements

• Must be highly self-motivated and customer-centric
• Excellent planning, organization, and implementation skills
• Strong communication skills with presentation and facilitation abilities
• Proven ability to create training materials using basic instructional design methods
• Hands-on attitude and high attention to detail
• Deep understanding of adult learning concepts and techniques

Position Details

• Job Location: Infinity8 Reserve Mid Valley Southkey, Level 28
• Job Arrangement: Onsite

What We Promise

Our first promise - the ride of a lifetime

You'll be joining a company in its most exciting phase; we've proven our product-market fit, and with the growing online penetration of furniture, we're now focused on hypergrowth. You'll have a front-row seat in witnessing the growth of our customer base and organization at a global level.

Our second promise – a place to thrive

We're building a company that has people as one of the company's core pillars for success. It's our mandate to help every employee perform to their highest potential so that they can do the very best work of their lives here, at Castlery.

We're committed to our employees' growth and continuously strive to ensure our employees are set up for success through their journey, starting with an excellent onboarding experience and emphasizing personal and professional development.

Castlery strives to maintain a psychologically safe, transparent, and flexible work environment to enable our people to perform at their best level and believes in partnering with our employees to raise that level as they grow with us.