Customer Service Management Trainee

Easyparcel Sdn. Bhd.; Penang; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading delivery service company in Penang seeks a Customer Service Management Trainee who will manage and train customer service teams. This role offers comprehensive exposure to operations, strengthening team capabilities and supporting business processes. Ideal candidates exhibit strong communication skills, a positive attitude, and a passion for helping others grow. Benefits include wellness support, career growth opportunities, and public holiday entitlements, ensuring a supportive work culture.

Benefits

Outpatient medical claim coverage

Clear progression paths

Public holiday entitlements

Monthly recognition

Exclusive company events

Supportive culture

Qualifications

• 3+ years experience in customer service or support ops.
• Experience in training and process improvement.
• Able to think in processes and train others.

Responsibilities

• Train new and existing team members.
• Support process improvement.
• Understand overall business operations.

Skills

Strong communicator

Fast learner

Curious about business processes

Ability to improve SOPs

Positive attitude

Tools

Helpdesk

Chat support tools

Knowledge bases

Job description

💼Face-to-Face Interviews Only|Office-Based Role (100% Indoor).

Only shortlisted candidates will be contacted for the next steps.

🌟 Empower Dreams, Transform Lives: Join EasyParcel in Redefining the Future of Delivery 🌟

Job Description

We are looking for aCustomer Service Management Traineewho can be groomed toindependently manage customer service team, with full exposure todaily operations across support functions(operation, finance, tech, product, etc.).

You will play a key role intraining new and existing team members, supporting process improvement, and understanding how our overall business runs. You’ll act as the bridge between service quality, SOP enforcement, and cross-department collaboration

1. Train & Build Team Capability

• Run onboarding and refresher training based on SOP and business updates
• Create and maintain guides, checklists, and mini knowledge bases
• Deliver coaching and role-play sessions for dispute handling and support scenarios

2. Handle Day-to-Day Ops (Learning Phase)

• Shadow current team member to understand shift handovers, ticket flow, escalations, and performance KPIs
• Assist in monitoring SLAs, and daily team troubleshooting
• Coordinate across operation, finance, tech, and product to solve real-time issues

3. Grow Into Full Ownership

• Learn how support departments connect to the customer experience
• Take increasing ownership of process improvement ideasDemonstrate readiness to lead a team and handle daily CS ops
• 3 years and above experience in customer service, support ops, or internal training
• Strong communicator and fast learner — both with people and systems
• Curious about how business works behind the scenes (not just front-line)
• Able to think in processes, improve SOPs, and train others clearly
• Positive attitude, open to feedback, and passionate about helping others grow
• Comfortable with support tools (helpdesk, chats, forms, knowledge bases)
• Wellness Support– Outpatient medical claim coverage to keep you feeling your best
• Career Growth– Clear progression paths and opportunities to level up your career
• Public Holiday Entitlement– Enjoy 99% of both Federal & State public holidays off
• Award Recognition– We celebrate your wins, from monthly shoutouts to annual awards
• Company Events– Get exclusive goodies & confirmed gifts during team events and celebrations
• Supportive Culture– Be part of a fun, young, and passionate team that roots for you

Ready to Rock the World With Us?

This isn’t just a job — it’s a journey. Let’s co-create the future of delivery and make meaningful change together.

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