Role of Purposes:

You will work as part of business & improvement to help maintain service quality to the clients and enhance our resources skills. You will prepare, conduct Customer Service training and create the necessary process notes required for the training. For this role, we expect a person who masters our products inside and out to advise and find the best possible explanations and respond promptly to inquiries. A high level of communication skills is essential as you will deliver this skill to your trainees so they can handle complaints, ensure customer satisfaction, and provide professional customer support.

Responsibilities:

• Conduct Customer Service training for existing members or new members

• Ensure the quality & effectiveness of each given training, design effective training programs

• Support and mentor trainees to achieve best performance as per client expectation

• Maintain & upskill knowledge, systems, and skills in a scope of work

• Create syllabus, process notes/ modules related to Customer Service, and keep it updated

• Work side by side with Operations to capture and documented new products and the processes from existing and new clients

• Manage training schedule and training requests for Customer Service

• Develop a schedule to assess the training needs

• Be responsible for trainee's attendance record

• Respond and analyze to Training Request received from Operations

• Create a Training Evaluation Form at the end of the training for training assessment and results

• Support Operations on doing production when needed

• Submit production tracker and schedule report to the leader

• Share the progress of current training periodically with the leader

Requirements:

• Have at least 1 year of professional experience in customer service/customer facing/front-liner/call center

• Proven experience in handling complaints, problem-solving, and handling customers via phone or front-liner

• Have the ability to prioritize and manage multiple tasks with strong analysis skill

• Have strong written and verbal communication skills in English & Bahasa

• Have certification from the training association is a plus

• Able to explain training materials effectively and assist trainees

• Demonstrate a high level of attention to detail, and problem solving

• Tech-savvy, able to operate MS Word, Excel, PowerPoint, and instructional software

• Have knowledge of GDS systems/travel industry knowledge is preferred