MY - CS - Customer Service Trainer

About this role

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