Trainer

Closing date, 31 May 2019


Division:
Customer Centre

Location:
Sentul Office

Experience:
2 Years

Vacancies:
1
  • An Advanced Graduate Diploma, Post Graduate Diploma or Bachelor Degree in Business Studies, Public Relations or any other related disciplines.
  • 2 years of relevant working experience preferably in customer service or sales environment.
  • Good interpersonal and communications skills.
  • Good command of English and Bahasa Malaysia (speaking and writing).
  • Confident and able to conduct training independently using assisted training materials.
  • Well versed in MS PowerPoint, Word and Excel.
  • Clear understanding of the business processes with exposure to both billing systems, CRM and any other supporting systems.
  • Able to work under minimal supervision, sometimes during odd hours, and complete assigned task within short time frame.
  • Pleasant personality.
  • Willing to travel and possess own transport will be added advantage.
  • Conduct and facilitate new onboarding employee trainings within the Customer Care Centre.
  • Prepare and execute monthly assessment for all employees within the Customer Care Centre.
  • Preparations of new modules in accordance with the latest business needs. Update current training materials with the latest information.
  • Perform Live Monitoring of Customer Advocates to identify knowledge gaps and coach them in areas where improvement is needed.
  • Provide consistent feedback on SOPP to Customer Experience Team based on feedback from the Customer Care Centre.
  • Leverage on Knowledge Management as training material.
  • Identify appropriate improvement on training skills from time to time.
  • Set up training programs other than product and service training within the Customer Care Centre.
  • Involvement in User Acceptance Test (UAT) to gauge first-hand learning of system functionalities in supporting the user requirements.
  • Work with training Team Lead to develop training needs analysis on a Monthly basis.
  • Execute refresher training based on TNA (Training Needs Analysis) findings to improve overall knowledge of Customer Care Centre.
  • Develop new training strategies to improve the delivery of training and to promote continuous learning within the Customer Care Centre.
  • Perform any ad-hoc task determined by the management.
  • Presentation and Facilitation skills.
  • Planning Adult Learning.
  • Train the trainer certification (Will be an added advantage).


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