Trainer (Customer Service)

SummitNext Technologies Sdn Bhd; Sungai Petani; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading BPO and Technology Solutions provider is seeking a Trainer (Customer Service) in Sungai Petani, Malaysia. This full-time role involves developing and delivering training programs for agents, evaluating their effectiveness, and providing coaching. Ideal candidates should have a diploma or bachelor's degree and at least 2 years as a customer service trainer. Strong communication skills and proficiency with technology are key to success in this role.

Qualifications

• At least 2 years of work experience as a Customer Service trainer or in a similar role.
• Experience in customer service positions in contact centres is a plus.
• Proficiency with necessary technology, including computers and phone systems.

Responsibilities

• Develop and deliver training programs for inbound, outbound, and support agents.
• Evaluate training effectiveness and gather feedback for continuous improvement.
• Provide coaching and feedback to agents through one-on-one sessions.

Skills

Excellent presentation skills

Effective communication

Ability to multitask

Knowledge of training methodologies

Eager to learn

Education

Diploma/Bachelor degree

Tools

Computers

Software applications

Job description

About the job Trainer (Customer Service)

Job Description

Company Overview:

We are SummitNext Technologies Sdn. Bhd., a BPO and Technology Solutions provider located in Selangor, where innovation meets excellence.

As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as Trainer (Customer Service) to provide unrivalled support to our clients

Responsibilities:

• Develop and deliver training programs for inbound, outbound, and support agents, aimed at enhancing skills, knowledge, and performance.
• Conduct training needs analysis based on agent performance, customer feedback, and data insights to identify areas for improvement.
• Create engaging and interactive training materials, including training manuals, job aids, and e-learning modules.
• Deliver training sessions using various methods such as classroom training, on-the-job training, and virtual training.
• Evaluate training effectiveness through assessments, surveys, and focus groups, and gather feedback for continuous improvement.
• Provide coaching and feedback to agents through one-on-one sessions, performance reviews, and customer feedback to boost performance.
• Analyze performance data related to agents, customer feedback, and call volume to identify areas for improvement in training and coaching.
• Collaborate with line leaders and assistant leaders to identify training needs and support them in implementing effective training programs.

Requirements/Qualifications:

• Diploma/Bachelor degree with at least 2 years of work experience as Customer Service trainer or similar role.
• Experience in customer service positions in contact centres is a plus.
• Excellent presentation of skills and training delivery, with knowledge of various training methodologies.
• Excellent verbal, written and interpersonal communication skills.
• Ability to multitask and operate in a fast-paced team environment.
• An individual who is eager to learn and willing to go the extra mile.
• Proficiency with necessary technology, including computers, software applications, and phone systems.
• Additional certification in training is a plus.

Job Type: Full-time