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Customer Service Trainer

2 months ago

กรงเทพมหานคร, Thailand Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationThailand - BangkokThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.
- Analyse customer service staff knowledge/skill/behavior gaps
- Develop, and centralize for all sites CS agents all learning materials inclusion of:

- product knowledge, CS tools, SOPs, hard/soft skills required for onboarding, refresher & change updates and agents’ KPI gaps recovery, mock-ups of real case handling practices & pre/post evaluations, routine quizzes
- Provide Train-the-Trainer sessions for BPO trainers
- Create safe and engaging training experiences that ensure agents receive practical and effective training
- Coordinate and evaluate training conducted by BPO trainers to ensure consistency, accuracy
- Keep track of all training progress and provide reports for stakeholders
- Provide excellent customer service and maintain high standards for all work performed, working on complex requests and high volumes under tight deadlines.
- Collect feedback from audiences in order to continuously improve learning solutions, delivery methods, and materials
- Keep up-to-date with Instructional Design methods and frameworks in designing and developing educational and training programs

**Requirements**:

- Bachelor’s Degree in Instructional Design, Adult Learning or organization development, or similar
- Fluent in Thai and English, both written and spoken
- Passionate about people's development and giving people those ‘light bulb’ moments
- Demonstrable proven experience and success as a Learning Designer, Instructional Designer, or Curriculum Developer (for e-commerce or tech is a plus)
- Proven practical knowledge of facilitation, coaching methodologies, instructional systems design (ISD) frameworks, adult training methodologies, and service soft skill knowledge
- Ability to customize and design training courses to suit audience groups and fulfill expected outcome of training
- Ability to translate complex ideas and information into organized, guided, virtualized resources to enhance learning and self-service experience.
- Ability to deal with ambiguity and complex, matrixed environments with mínimal oversight.
- Learn fast, act fast with strong attention to detail and accuracy
- Good communication and can convey messages expressively and clearly
- Have great stage presence and can handle the most difficult of training situations
- Resilience to work under tight deadlines and under pressure in a fast pace environment
- Proficiency in MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide

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