Customer Service Trainer

Simpletruss Sdn Bhd; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A call center training provider in Kuala Lumpur is seeking an experienced Trainer to deliver effective training programs for US clients. This role entails conducting onboarding sessions, assessing trainee performance, and collaborating with cross-functional teams to identify training needs. The ideal candidate should have a Bachelor's degree and 2–3 years of training experience in the call center industry, with excellent English communication skills.

Qualifications

• At least 2–3 years’ experience as a Trainer in the call center industry.
• Strong facilitation, coaching, and presentation skills required.
• Excellent communication in English, adaptable to US cultural nuances.

Responsibilities

• Conduct onboarding and soft-skills training for new hires.
• Facilitate refresher and upskilling sessions for tenured employees.
• Assess trainee performance and provide structured feedback.

Skills

Facilitation

Presentation

Coaching skills

Communication in English

Proficiency in MS Office

Proficiency in LMS platforms

Analytical mindset

Education

Bachelor’s degree or equivalent work experience

Tools

Zoom

MS Teams

Job description

We are seeking a motivated and experienced Trainer to join our call centre team supporting US clients. The Trainer will be responsible for designing, delivering, and evaluating training programs for new hires and existing employees to ensure they are equipped with the skills, product knowledge, and customer service standards required to deliver world-class support.

Key Responsibilities

Training Delivery

• Conduct onboarding, process, and soft-skills training for new hires.

• Facilitate refresher and upskilling sessions for tenured employees.

• Deliver training aligned to client requirements, service level agreements (SLAs), and performance metrics.

• Create and update training materials (manuals, presentations, e-learning modules).

• Customize content to suit the US client culture, communication style, and compliance needs.

• Incorporate simulations, role plays, and case studies for practical learning.

Assessment & Coaching

• Assess trainee performance through quizzes, mock calls, and hands‑on evaluations.

• Provide structured feedback, mentoring, and coaching to bridge knowledge and skill gaps.

• Track learning progress and certify trainees before production deployment.

Operational Support

• Collaborate with Quality Assurance (QA), Operations, and HR teams to identify training needs.

• Conduct training needs analysis (TNA) based on performance data and client feedback.

• Support transition training during new process migrations.

Reporting & Compliance

• Maintain accurate training records and generate reports on training effectiveness.

• Ensure compliance with company and client training standards, especially data security and regulatory requirements.

• Suggest improvements to training delivery and knowledge management.

Qualifications & Skills

• Bachelor’s degree or equivalent work experience (preferably in Communications, Education, or Business).

• At least 2–3 years’ experience as a Trainer with Quality knowledge in the call centre industry, preferably with US client exposure.

• Strong facilitation, presentation, and coaching skills.

• Excellent communication in English (spoken and written), with the ability to adapt to US cultural nuances.

• Proficiency in MS Office, LMS platforms, and virtual training tools (e.g., Zoom, MS Teams).

• An analytical mindset with the ability to track metrics and measure training ROI.

• Flexibility to work in US shifts and adapt to client business hours.

Preferred Attributes

• Prior experience in training for customer experience, technical support, or sales campaigns.

• Knowledge of call centre KPIs (AHT, CSAT, FCR, QA scores).

• Strong interpersonal skills, approachable, and supportive.

• Ability to handle multiple training batches and meet deadlines.

Your application will include the following questions:

• How many years´ experience do you have as a Customer Service Trainer?
• How many years´ experience do you have in a training & development role?