Assistant Customer Service Training Manager

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.