MY - CS - Customer Service Trainer

Zeal Capital Market (Seychelles) Limited; Kuala Lumpur; On-site; MYR 56,000 - 112,000; Full time

Benefits offered by this job

Life Insurances

Team Building

Job summary

Zeal Group is seeking a Customer Service Trainer to elevate the Global Client Experience team by ensuring up‑to‑date product knowledge, consistent service quality and effective training delivery.

You will design onboarding, develop continuous learning programs, create training materials, and manage the annual training calendar while aligning with business goals.

Qualifications

• Design and deliver onboarding programmes for new hires.
• Develop continuous learning programs for existing staff.
• Maintain and manage training materials and calendar.

Responsibilities

• Develop and maintain a QA framework to identify knowledge gaps and improve performance.
• Deliver training through classroom, virtual, e-learning, workshops, and on-the-job sessions.
• Monitor training effectiveness and ROI; report outcomes and insights.

Skills

Training design

Coaching

Mentoring

E-learning

Workshop facilitation

Presentation skills

Content creation

SOP writing

Education

Bachelor's Degree

Job description

About Zeal Group

Zeal Group is an award-winning FinTech company established in 2017, providing a wide range of financial products and services. Today, we have grown to a global team of over 500 employees.

Key Responsibilities

As a Customer Service Trainer, you will be responsible for developing the capabilities of the Global Client Experience team by ensuring consistent product knowledge, service quality, and training effectiveness.

Training & Knowledge Management

• Become the subject matter expert on the company's products, services, policies, and procedures, and stay up to date with all changes.
• Design and deliver comprehensive onboarding programs for new hires.
• Develop continuous learning programs for existing Customer Service staff.
• Create training materials, manuals, online learning modules, and instructional content.
• Maintain and manage the annual training calendar.

Training Delivery

Deliver training through multiple learning methods, including:

• Classroom training
• Virtual training
• E-learning modules
• Workshops
• Coaching & mentoring
• On-the-job training
• Simulation exercises

Quality Assurance & Performance Improvement

• Build and maintain a Quality Assurance (QA) framework to identify knowledge and performance gaps.
• Conduct training needs analysis through:
• Job analysis
• Career development plans
• Annual performance reviews
• Consultation with line managers
• Develop individual or departmental training and development plans.

Training Evaluation

• Monitor training effectiveness and learning outcomes.
• Measure training ROI and prepare regular reports.
• Continuously improve training programs based on feedback and business needs.
• Stay updated with industry trends and best practices in learning & development.

Training Operations

• Manage the training budget.
• Coordinate ongoing employee development initiatives.
• Customize training solutions to address specific business challenges.

Education

• Bachelor's Degree in any discipline.
• Majors in Finance, Economics, or other business-related fields are preferred.

Experience

• 1-3 years of experience in Customer Service Training role or similar roles
• Demonstrated success in designing and implementing training programs.
• Mandatory experience in Forex/CFD Trading or the financial trading industry.

Professional Skills

• Strong knowledge of both traditional and modern training methodologies, including:
• Coaching
• Mentoring
• Classroom training
• On-the-job training
• E-learning
• Workshops
• Simulations
• Excellent communication, presentation, and leadership skills.
• Strong planning, organizational, and time management abilities.
• Excellent writing skills for preparing reports, SOPs, and training manuals.
• Good computer literacy and database management skills.

Language Requirements

• Fluent in English and Mandarin (both written and spoken).

What we can offer you:

• Life Insurances
• Team Building