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Trainer (Customer Care)

Date: 17-Nov-2022

Location: Singapore, Singapore

Company: Singtel Group

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

 

Responsibilities:

 

Training and Development

  • Conduct domain and system knowledge training programs for Customer Care Officers.
  • Design and develop soft skills training for Contact Centre to empower Customer Care Officers in service excellence.
  • Develop and update content in training manuals, presentations, handouts, assessments etc.
  • Conduct orientation program for new hires.

 

Training Administration

  • Handle training enquiries from the client and staff.
  • Perform pre and post training activities (e.g. training reports, post-course evaluation).

 

Quality Management

  • Perform audits on call and email transactions with the aim of identifying the drivers for poor cost of quality.
  • Prepare Monthly Quiz questions for Customer Care Officers based on observations from failed audits and complaints.
  • Coach Customer Care Officers on areas of improvements and areas done well.
  • Conduct monthly briefing session with Operations to share areas of improvement.
  • Review Customer Satisfaction Survey verbatim to identify gaps for process improvement

 

Requirements:

  • Diploma in any discipline from a recognized institution
  • Full certification in WSQ Advanced Certificate in Training & Assessment (ACTA)
  • Minimum 2 years of experience in delivering stand up classroom training in any industry.
  • Effective presentation, training delivery and facilitation skills.
  • Proficient in MS Office applications – Word / Excel / Powerpoint.

 

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.