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ประสบการณ์:

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ประเภทงาน:

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• Pomelo 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.
• 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)
• 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), [email protected], 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

ประสบการณ์:

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ประเภทงาน:

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เงินเดือน:

สามารถต่อรองได้