Trainer – Customer Service (English Speaking)

Overview

Trainer – Customer Service (English Speaking)

Location: Bangkok, Thailand (on-site)

Industry: Customer Service for a well-known international company

Working hours: 24/7 operation, Monday to Sunday, rotational shifts (including nights, weekends and public holidays), subject to operational requirements

Language: English: B2 and above. Japanese or Korean is a plus, not required

Overview

We are looking for an English-speaking Trainer to deliver new-hire and ongoing training for Japanese- and Korean-speaking Customer Service teams in Bangkok, Thailand, preparing specialists to handle customer enquiries confidently from day one in a 24/7 operation.

Responsibilities

Key responsibilities

• Facilitate new-hire classes during pre-process and process training.
• Facilitate required annual upskilling and refresher training for existing specialists.
• Create and facilitate knowledge tests for specialists and support groups in Operations.
• Conduct mock scenarios on all channels (voice, chat, email).
• Coach new hires on training and nesting performance; govern the nesting process and complete deliverables on time.
• Assess new-hire performance during nesting and act where needed.
• Conduct a Training Needs Analysis 30–60 days after go-live and work with the Training Manager on curriculum adjustments.
• Assist in creating and developing training materials; follow all steps of BEST T&D.

Qualifications

Requirements

• Bachelor's degree or equivalent experience in a call centre or business-related field.
• Minimum 2 years of training experience in a BPO setting.
• English B2 and above, with excellent facilitation and presentation skills.
• Experience training multicultural or non-native English-speaking teams is an advantage; knowledge of instructional design is a plus.
• Proficient in MS Office.
• Able to work flexible hours to cover new-hire classes in a 24/7 operation; willing to relocate to Bangkok if currently residing overseas.