Assistant Manager, Customer Service Trainer

Assistant Manager, Customer Service TrainerAssistant Manager, Customer Service Training

Discover the GREAT in your career.

As a LIFEpany, our customers are at the heart of all that we do. Being one of Asia's leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement - from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose 'we' over 'me'. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

As a purpose-driven organisationmitted to providing the best service and support to our policyholders, we are seeking an experienced professional to join our team as an Assistant Manager, Customer Service Training .

The Role:

Conduct Training for Service Centre and Contact Centre

Ensure accuracy & consistency in delivering quality customer service by Call Centre and Frontline Customer Service staff.

To plan, organize and ensure training conducted as scheduled.

Determine training needs and requirements by meeting with managers, team leader and CSO

Review existing training material to determine appropriateness and relevance

Modifies and creates course and training material to meet specific training needs

Updating training material in Knowledge Library/ePartner/ chatbot

Prepare quizzes on monthly basis for the team to keep abreast of the changes

Training administration and record up keeping

Knowledge and skill in developing e-learning modules /video/voice over

Knowledge of Learning Management Software (LMS)

To ensure CSO in Contact Centre & Service Centre is equipped with the relevant knowledge and skill & delivered quality service to the policyholder/agents

Great Eastern Malaysia ismitted to Equal Employment Opportunity, and all qualified applicants shall receive a fair and equal consideration for employment.

Location : HQ, Kuala Lumpur

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

The Person:

Tertiary qualification preferably inmunication, Management, Business Administration or Insurance

Minimum: Diploma/ Degree/ Professional certificates in insurance

Additional certification in training as certified trainer is an added advantage

Experience of at least 4 years in Life Insurancepany. Preferably with Customer Service or Call Centre experience

Trainer/ QA in Life Insurance Customer Service an added advantage

Independent & strong interpersonal skills

Ability tomunicate at all levels

Ability to produce high quality work under pressure

Job ID 210001XN