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

• 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