Don’t know which product for is made for you?

Senior Officer, Customer Service Training

Loan Business | Head Office

Department: Customer Service Development

Direct Supervisor: Assistant Manager,

Job Description

  • Ensure policy, guideline, procedure, product knowledge are up-to-date and available in place
  • Develop training materials (Business Manner, Service Standard, Complaint Handling Policy)
  • Conduct service relevant training to relevant sections
  • Implement Training Evaluation to ensure quality training
  • Provide support to relevant service teams in order for them to serve customers better
  • Implement product knowledge testing on service team members on regular basis
  • Work with product sections for updated information of promotions and product criteria and work with HR team for training calendar
  • Facilitate to coach, train, and motivate employees and evaluate their performance.
  • Involve in new projects on the customer service part.
  • Perform other tasks assigned by Supervisor/Manager.

Job Requirement

  • Bachelor Degree in Business Administration, Finance & Banking, or related fields
  • Minimum 2 years experience in Frontline (Call Center, Teller, etc), or any related fields
  • English Proficiency and Computer Literacy (word, excel, outlook, powerpoint)
  • Well-experienced customer service representatives are highly considered for this job.
  • Expected to be highly motivated on the job and possess excellent oral and written communication skills.
  • Ability to coach, train, and motivate the team
  • Excellent problem solving, leadership, and customer service skills.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.