MY - CS - Customer Service Trainer

Zeal Group; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Life Insurances

Team Building

Job summary

Zeal Group is a FinTech company known for its award-winning solutions and a global team of over 500 employees. The Customer Service Trainer will build and sustain the training framework for the Global Client Experience team, ensuring high-quality knowledge transfer and performance improvements.

The role focuses on creating onboarding and continuous learning programs, developing training materials, and delivering results across classroom, virtual, e-learning, and on-the-job formats.

Qualifications

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

Responsibilities

• Develop the capabilities of the Global Client Experience team through product knowledge, service quality, and training effectiveness.
• Design and deliver onboarding programs for new hires and continuous learning initiatives for current staff.
• Create training materials, manuals, online modules, and SOPs; maintain the annual training calendar.

Skills

Coaching

Mentoring

Classroom training

On-the-job training

E-learning

Workshops

Simulations

Communication

Leadership

Planning

Education

Bachelor's degree

Finance/Economics major preferred

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