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Open nowPosted 21 days ago

MY - CS - Customer Service Trainer

Workable (global search)108,016 open roles

Where
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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Your applicationOpen nowMY - CS - Customer Service TrainerWorkable (global search) · Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 21 days ago

Workable (global search) median: 7 days open

The posting

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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