Job Description

Job descriptionThis position of customer service trainer includes observing, proposing, planning and training of staff on aspects such as customer service, sales, promotion, rapport building, upselling and more. The customer service trainer will work closely with the management team to ensure the training materials are up to date and according to the company's needs and wants. Observe the routines of the staff to identify any issues or setbacks in current workflow, customer service skills or areas of improvements to work on. Provide a detailed action plan for training of staff upon completion of observation and routine analysis. Assist training manager to develop, conduct and train all staff according to optimal customer service and sales standards. Develop, prepare and maintain appropriate development plans for staff to ensure continuous development, upskilling and that their current skills learnt are maintained and polished. Demonstrate optimal level of customer services and sales strategies to customers at all times for staff to have a role model to look up to. Prepare training materials in accordance to upcoming trends, issues, feedback and observations. Create a feedback channel for all customers to voice their satisfaction level thus ensuring that all staff are well equipped with knowledge on products and demonstrate quality services at all times. Follow-up with staff to ensure they do not have issues with the training and to further improve future training methods, lessons and strategies. Maintain a folder to track staff's performances and provide reports to management on performance of the outlets and staff. Coordinate with the office team and ensure regular updates for finance and marketing deliverables. Train and guide new staff to ensure a smooth learning journey and that their performance and quality services are groomed from the beginning. Follow-up closely with admin to ensure all complaints are brought up to management and a countermeasure or service recovery is proposed to tackle the issue. Design various scenario based training for upselling, service recovery, handling difficult clients, etc. Develop various sales strategies and propose marketing ideas to help improve the situation at physical outlets and online platforms. Analyze customer check out procedures and recommend improvements to handle all tenders and sales. Provide support to all national and regional store programs. Participate in various team and store meetings. Work under broad direction.
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