Assistant Customer Service Training Manager

Position

MAIN RESPONSIBILITIES

• Responsible for the planning and delivery of training to the Customer Service team, including new hire training (system training, soft-skill training, product training, etc.) and ongoing training for existing team members (campaign training, new product launch training, clienteling training, etc.).
• Detect areas for improvement in team members’ performance through regular assessment of case handling and implement training to support continuous improvement, especially in clienteling skills.
• Work with team management on KPI analysis and related action plans to improve service and sales results.
• Work with the Global CRC team and Training team for regular catch-ups and case sharing, and apply relevant learnings to local practices.
• Be accountable for the coordination of training events conducted in class and delivered by other departments, especially commercial training, or by external consultants.
• Be responsible for the translation of global learning materials into the local language and/or review translations when appropriate, as well as make light local adaptations to training content released by Corporate.
• Be responsible for improvements to training tools and the knowledge base, ensuring all information is updated and available for team members to use.
• Act as Manager on Duty to conduct on-site monitoring in the absence of the CS Supervisor.
• Take initiative in optimizing existing SOPs and ways of working.
• Take part in the trial run and rollout of team projects, including digital initiatives, client experience events, etc.

QUALIFICATION, EXPERIENCE & SKILLS REQUIRED

1. Education

• Bachelor's degree.

2. Languages

• Excellent English skills, both spoken and written.

3. Professional Experience & Know-how

• At least 2 years of experience as a trainer in a customer service team; luxury industry experience is preferred.
• Self-motivated, with the ability to work in a fast-paced environment.
• Professional experience in knowledge base setup and optimization.

4. Technical & Management Skills

• Good coaching and mentoring skills.
• Good command of Microsoft Office.

5. Personal & Interpersonal Skills

• Good team player.
• Good cross-departmental coordination and communication skills.