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Customer Service Regional Trainer & QAQC
atPomelo FashionPomelo is a leading online fashion company in Emerging Asia. Backed by fashion and technology investors from across the world, Pomelo brings its unique fast fashion style to Emerging Asia through a technology-driven, vertically-integrated design, and production model. Our growth strategy is to merge our online focus of mobile and social with the latest trends and data.
Responsibilities:
Training Designing
Identify and assess training needs with CS management & Team leads to determine gaps for further improvement on training materials and curriculum
Establish innovative educating deck, materials and hands-on procedures for training enhancement
Training & Coaching Sessions
Deliver dynamic training sessions (new joiner on-boarding, soft skills, process and refresher training, and etc.) across customer service teams regionally (<5% of traveling time might be required for abroad team trainings).
Provide individual coaching, daily feedback sessions and weekly one-on-one to CS members regionally (Teams in Thailand and Indonesia).
Be a go-to-person for any doubts/questions on process in daily basis.
CS Quality Assurance & Control
Monitoring service quality of interactions daily basis thorough channels including email, calls, chats, social media comments
Provide reports related to a quality score of all agents on an ongoing basis (daily, weekly, monthly)
Requirements:
Minimum 3+ years of experience in online customer service as a trainer/QCQA and ideally have already worked in a start-up.
Must be a Bachelor graduate from any course; plus if the degree is from Hospitality, Psychology, Human Resource Management, Human Resource Development or related fields
Experience in omni-channel customer service; email, chats, social media (FB, IG), Line@, calls and more.
Proficient in excel, Google suits (slides, sheet, forms..), workflow designing tools (e.g. lucidchart), and presentations.
Experience with instructional manuals and teaching technologies and platforms.
Understanding of effective teaching methodology and tools.
Has qualities of being a good presenter and can execute the training course forward confidently.
Excellent verbal, written, interpersonal, leadership and organizational skills.
Requires a positive attitude, ability to multitask, manage to work independently and have a genuine interest in teaching.
Demonstrate exemplary in critical thinking and decision-making
Experience required
- any or no experience
Salary
- Negotiable
Job function
- Customer Service
Job type
- Full-time
Company overview
Founded in 2013, Pomelo (www.pomelofashion.com) is a vertically integrated e-commerce brand providing a top notch online shopping experience for fashion and apparel. With operations in Bangkok, Singapore, Indonesia and Seoul, we’re at the forefront of the retail transformation taking place throughou ... Read more
Why join us: Read more about what is it like working at Pomelo: http://www.workventure.com/บล็อก/พาไปดูเบื้องหลัง-pomelo-fashion At Pomelo, no matter what the role is, everyone is someone who: - Is open to new ideas and always strives to learn and improve themselves - Exceptional attention to detail and can ... Read more
Benefits
- Employee discount
- Five-day work week
- Free lunch & snacks
- Health Insurance
- Performance bonus
- Life Insurance