Job description for Customer Service Trainer-21,5M (Yêu cầu 1 năm KN CS) at An Nam
Location: QTSC1 Building, Trung My Tay Ward, District 12, Ho Chi Minh City
Working Time: 5 days/week, Full night shift.
Working Date: 9 hours (8hrs working + 1 hrs break)
5 days/week: 7:00pm - 7:00am
Language Proficiency: English
Duties and Responsibilities
• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
• Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities
• Accountable for achieving individual training performance metrics
• Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business needs (where required)
• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
• May support Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive, classroom training, and written job aids
• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
• Recommend curriculum modifications to Training Manager/Supervisor based on internal customer feedback and/or Training Needs Analysis
• Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
Hiring Requirements
• Associate or bachelor’s Degree in related field from a four-year college or university with two to four years of relevant experience preferred
• Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
• Strong communication skills, both written and verbal
• Proficiency in Microsoft Office
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop good relationships
