Job Requirements
Skills
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Job description for Customer Service Trainer at ATI Business Group
- Conduct Customer Service training for existing members or new members
- Ensure the quality & effectiveness of each given training, design effective training programs
- Support and mentor trainees to achieve best performance as per client expectation
- Maintain & upskill knowledge, systems, and skills in a scope of work
- Create syllabus, process notes/ modules related to Customer Service, and keep it updated
- Work side by side with Operations to capture and documented new products and the processes from existing and new clients
- Manage training schedule and training requests for Customer Service
- Develop a schedule to assess the training needs
- Be responsible for trainee’s attendance record
- Respond and analyze to Training Request received from Operations
- Create a Training Evaluation Form at the end of the training for training assessment and results
- Support Operations on doing production when needed
- Submit production tracker and schedule report to the leader
- Share the progress of current training periodically with the leader
- Have Bachelor’s Degree in Education, Business, Human Resources, Tourism, Marketing Communications, or a related field
- Certification from the training association is a plus
- Have at least 2 to h years of professional experience in customer service/customer facing/
- frontliner/call centre
- Proven experience in handling complaints, problem-solving, and handling customers via phone or frontliner
- Have the ability to prioritize and manage multiple tasks with strong analysis skill
- Have strong written and verbal communication skills in English & Bahasa
- Be able to explain training materials effectively and assist trainees
- Demonstrate a high level of attention to detail, and problem solving
- Tech-savvy, able to operate MS Word, Excel, PowerPoint, and instructional software
- Have knowledge of GDS systems/travel is preferred
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