MY - CS - Customer Service Trainer
MiddleOn-site (Kuala Lumpur)Salary undisclosed
Job Description
About Zeal Group
Zeal Group is an award-winning FinTech company established in 2017, providing a wide range of financial products and services. Today, we have grown to a global team of over 500 employees.
Key Responsibilities
As a Customer Service Trainer, you will be responsible for developing the capabilities of the Global Client Experience team by ensuring consistent product knowledge, service quality, and training effectiveness.
Training & Knowledge Management
- Become the subject matter expert on the company's products, services, policies, and procedures, and stay up to date with all changes.
- Design and deliver comprehensive onboarding programs for new hires.
- Develop continuous learning programs for existing Customer Service staff.
- Create training materials, manuals, online learning modules, and instructional content.
- Maintain and manage the annual training calendar.
Training Delivery
Deliver training through multiple learning methods, including:
- Classroom training
- Virtual training
- E-learning modules
- Workshops
- Coaching & mentoring
- On-the-job training
- Simulation exercises
Quality Assurance & Performance Improvement
- Build and maintain a Quality Assurance (QA) framework to identify knowledge and performance gaps.
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