Customer Service Trainer

7 days ago

Bangkok, Bangkok, Thailand Shopee Full time

Department Operations

LevelExperienced (Individual Contributor)

LocationThailand - Bangkok

The 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.

Job Description:

  • Be a subject-matter expert in Shopee Features, SOPs, systems and tools, and all changes related to customer service.
  • Identify training needs to meet quality standards and enable knowledge retention, good behaviors & skills practices.
  • Design essential learning solutions that build competencies/address KPIs deficits/enable business outcomes with real-life applicable practice
  • Develop learning content including interactive user guides, video tutorials, FAQs, and other instructional materials
  • Train/educate and advise contact center agents, leads and QAs on Shopee Features, SOPs, tools, and relevant service soft skills
  • Lead Train-the-Trainer sessions as a master trainer for key programs
  • Use data and metrics to measure, observe, and report learning effectiveness and ensure real-work application
  • Coordinate and evaluate training conducted by support staff members to ensure consistency, accuracy, and thoroughness
  • Keep track of 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.

Requirements:

  • Bachelor's Degree in education, human resources, or any related field
  • At least 3 years experience in training, preferably in Customer service
  • Experience in coaching, or mentoring others
  • Strong Facilitation, Communication, and interpersonal skills
  • Proficient in tools such as Google Sheets, Learning Management Systems (LMS), Google Slides and Powerpoint
  • Experience in eCommerce platforms is a plus
  • Ability to adapt to a fast-paced, dynamic work environment and drive positive change

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