Lowongan Kerja Jakarta Raya Posisi Knowledge Management And Learning Associate Manager di PT Trinusa Travelindo

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

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Job Description

Summary: As a Customer Service Trainer, you will play a pivotal role in enhancing the overall customer service experience by providing training and development to customer service representatives. Your expertise and guidance will help ensure that our customer service team is well-equipped to deliver exceptional service, resolve customer issues effectively, and uphold the highest standards of professionalism.

Key Responsibilities:

Training Design and Development:

• Create and update training materials, manuals, and modules.

• Design and implement training programs tailored to the specific needs of the customer service team.

New Hire Training:

• Conduct onboarding training for new customer service representatives.

• Cover topics such as product knowledge, communication skills, company policies, and customer service best practices.

Ongoing Training:

• Provide continuous training to existing customer service team members to improve their skills and performance.

• Stay current with industry trends and updates to adapt training content as needed.

Skills Assessment:

• Develop and administer assessments to gauge the effectiveness of training.

• Identify areas where additional training or support may be required.

Performance Coaching:

• Offer one-on-one coaching and feedback to customer service representatives to help them meet performance goals.

• Address any issues or challenges in a constructive and supportive manner.

Quality Assurance:

• Monitor customer service interactions to ensure adherence to company standards and policies.

• Provide feedback and guidance to maintain high-quality service.

Documentation and Reporting:

• Maintain records of training sessions, attendance, and performance improvements.

• Generate reports to evaluate the impact of training programs.

Collaboration:

• Work closely with the HR department to identify training needs and align training strategies with company objectives.

• Collaborate with management to ensure consistency in messaging and service standards.

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Requirements

• Bachelor’s degree in a relevant field or equivalent work experience.

• Proven experience in a customer service role, preferably in a supervisory or training capacity.

• Have minimum 3 years experience in a relevant field.

• Excellent communication and interpersonal skills.

• Strong presentation and facilitation abilities.

• Knowledge of customer service best practices and industry trends.

• Proficiency with training and e-learning software/tools.

• Exceptional organizational and time management skills.

Personal Attributes:

• Patient and empathetic with a passion for helping others succeed.

• Detail-oriented and committed to maintaining high standards.

• Adaptable and open to continuous learning and improvement.

• Strong leadership and mentoring abilities.

• Excellent problem-solving and conflict resolution skills.

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If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!