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 over500 employees.

Key Responsibilities

As aCustomer 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 inFinance,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 inEnglishandMandarin(both written and spoken).

Benefits

What we can offer you:

• Life Insurances
• Team Building