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Customer Care Trainer

Yoma Bank
Recruiter active 1 day ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Full Time
Verified This job has been verified by the company as a real job vacancy.
28 Sep 2022

Experience level

Experienced Non-Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

Job Description

ROLE PURPOSE

  • The role is to provide end to end training for task, process and mindset related to calls, products and services that focuses the Customer Care Centre Operations. Outcomes of the trainings are to be focused on efficient and profitable operations that also increase customer satisfaction, loyalty, retention, and growth. The role is also responsible for evaluating service gaps, current practices, processes and create and deliver training plan including materials, tutorials, instructions, and learning resources to support throughout Customer Care Champion, Specialist team and Management.

JOB RESPONSIBILITIES

  • Deliver products, customer service, complaint handling, calls process & procedures to all Customer Care Champion and Specialist within Customer Care Function.
  • Identifying trainee’s needs and propose trainings that could fill the gaps.
  • Responsible for evaluating customer and employee needs as well as conduct analysis on current practices to create and deliver trainings that support the operations for excellent customer service.
  • Filtering through customer feedback, compile report and analyse patterns in customer interactions with customer care team to determine the area where they need to improve
  • Develop a schedule to assess training needs and conceptualize training materials based on data and research and maintain a database of all training materials
  • Collecting relevant information and setting goals accordingly
  • Consult with other trainers in Yoma Performance Development Centre, managers from various division, and leadership team member
  • Coordinate and monitor enrolment, schedules, costs, and equipment

Open To

Male/Female

Job Requirements

  • Proven working experience as a Customer Service Trainer at Call Centre Management
  • Minimum three-year hands-on training experience and strong customer service experience in an organization which operates within a regulated environment
  • Excellent communication and presentation skills      
  • Excellent leadership, team building, and management skills                              
  • Persuasion - Persuading others to change their minds or behaviour
  • Excellent communication and problem-solving skills

What We Can Offer

Benefits

Reward for over performance

Highlights

Fun working environment
Make a difference

Career Opportunities

Training provided
Management potential

About Our Company

"Founded in 1993, Yoma Bank is Myanmar's most progressive domestic bank with over 3,000 employees and more than 80 branches across the country. With a mission to “Build a better Myanmar for its people” and financing the needs of Myanmar families and businesses, Yoma Bank offers savings products, a wide range of loans and business solutions to individuals, SMEs and local corporate clients to fund their business operations in Myanmar. With over 29 years of being a responsible bank, Yoma Bank has been consistently making significant investments in strategic priorities- people, technology and corporate governance.
All the operations led by the Bank are centered around its core values such as Customer, Integrity, Respect, Teamwork and Innovation. Yoma Bank has also established strong partnership with both local and international organisations leveraging strategic advantages in its services. Yoma Bank is the first local bank that welcomed foreign investments from global organisations such as GIC of Singapore, Norfund of Norway and IFC of the World Bank."