Role Overview

The Customer Experience (CX) Trainer plays a crucial role in enhancing the performance and skills of customer service representatives. The role involves designing, delivering, and continuously improving training programs to ensure that agents are well-equipped to provide excellent customer service. This role bridges process, quality, and people capability, especially in operational, customer-facing, or service environments.

Job Responsibilities

• Training design & development: Design structured onboarding and refresher training programs for new and existing employees.

• Training materials & design development: Develop curriculum, practical training modules, and resources that cover SOPs, policies, best practices, product knowledge, troubleshooting, and communication skills.

• Training Delivery: Facilitate training sessions. Ensuring that they learn both soft skills (e.g., empathy, communication, service mindset, problem solving) and technical/process skills (e.g., using contact center software, CRM systems).

• Customized training: Tailor training programs based on different channels (e.g., phone, email, chat, social media) and ensure relevance to various agent needs (new hires, senior staff, leads). Use role-playing, scenario-based learning, and hands-on activities to keep training engaging and practical.

• Mentorship: Act as a coach and mentor for new or underperforming agents, offering additional support to help them succeed. Also, act as a subject-matter partner during major launches, changes, or operational rollouts.

• Training Needs Analysis: Identifies skill gaps & training requirements using performance data, QA findings, and operational metrics. Create training & development plans.

• Capability & Performance Improvement: Partner with QA, and Team Leads to address recurring issues through targeted training. Give proven improvement to agents' performance.

• Reporting and Data Analysis: Track and report on training effectiveness, completion rates, and improvements in performance to senior leadership.

• Evaluation: Continuously refine training content based on feedback and outcomes.

• Training Knowledge Management: Maintain and update training documentation and knowledge bases. Ensure training content is aligned with business goals, service standards, and compliance needs.

Requirements

• Bachelor's degree in Business Administration, Communication, Psychology, Education, or related field.

• 3+ years of experience in customer service or call center operations training, L&D, operations enablement, or coaching roles. Experience in the financial services industry, with a focus on investment platforms or wealth management would be advantageous.

• Intermediate English skills.

• Proficient in using contact center management tools, CRM systems. Proficiency in investment application is a plus.

• Strong facilitation, presentation, and communication skills, with the ability to translate complex processes into simple, actionable learning.

• High empathy and coaching orientation. Organised, structured, detailed oriented.

• Excellent analytical skills with the ability to identify training needs by data driven performance analysis.

• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across functions and levels of the organization within a multi-national setting.

• Able to operate effectively in a dynamic, operational environment

Work Environment Details:

• Attractive compensation package - competitive salary, flexible bonus scheme.

• We are always looking for ways to promote and inspire innovation. So, come build your dream with us.

• Individual career path - management and technical career growth, enhanced by learning and development program, regular performance assessment, teams of multi-national IT professionals.

• Healthy work environment - company-sponsored medical program, food, and beverage program, open communication.

• Friendly policies to support Work-life balance, team building, and celebrations.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pluang Company Overview

Empower millennials to achieve financial freedom through a diversified range of simple investment options. At Pluang, it is our dream to provide access to all financial products and investment options in a simple and easy way. We believe that people from any background should be able to access the market of financial products.

Supported by robust technology, Pluang empowers you to achieve future financial freedom. Our user-friendly application helps you to do financial investment with a very low budget but high return. Pluang is affiliated with PG Berjangka which has a trading license from Bappebti.