MY - CS - Customer Service Trainer
Zeal Group · Kuala Lumpur
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.
- Conduct training needs analysis through:
- Job analysis
- Career development plans
- Annual performance reviews
- Consultation with line managers
- Develop individual or departmental training and development plans.
Training Evaluation
- Monitor training effectiveness and learning outcomes.
- Measure training ROI and prepare regular reports.
- Continuously improve training programs based on feedback and business needs.
- Stay updated with industry trends and best practices in learning & development.
Training Operations
- Manage the training budget.
- Coordinate ongoing employee development initiatives.
- Customize training solutions to address specific business challenges.
Requirements
Education
- Bachelor's Degree in any discipline.
- Majors in Finance, Economics, or other business-related fields are preferred.
Experience
- 1-3 years of experience in Customer Service Training role or similar roles
- Demonstrated success in designing and implementing training programs.
- Mandatory experience in Forex/CFD Trading or the financial trading industry.
Professional Skills
- Strong knowledge of both traditional and modern training methodologies, including:
- Coaching
- Mentoring
- Classroom training
- On-the-job training
- E-learning
- Workshops
- Simulations
- Excellent communication, presentation, and leadership skills.
- Strong planning, organizational, and time management abilities.
- Excellent writing skills for preparing reports, SOPs, and training manuals.
- Good computer literacy and database management skills.
Language Requirements
- Fluent in English and Mandarin (both written and spoken).
Benefits
What we can offer you:
- Life Insurances
- Team Building
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