MY - CS - Customer Service Trainer

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