Senior Customer Service Development Executive

3-5 Years

Job Description

Responsibilities

Develop, review, and continuously enhance Customer Service training materials and learning modules, including onboarding, product knowledge, complaint handling, and communication skills.
Facilitate onboarding and refresher training programs to equip Customer Service agents with the knowledge and skills required to perform effectively.
Collaborate with relevant stakeholders to identify competency gaps and deliver coaching initiatives that improve Customer Service performance.
Maintain and continuously update the Customer Service knowledge base to ensure alignment with the latest products, policies, and operational procedures.
Monitor and evaluate the effectiveness of training programs and recommend continuous improvements based on learning outcomes and business needs.
Support the implementation of Customer Service capability development initiatives to drive consistent performance and customer satisfaction.

Requirements

Minimum Bachelor's degree (S1).
Minimum 3 years of experience in Customer Service, Customer Experience, or Service Excellence functions, with experience as a CS Trainer, Customer Service Quality Assurance (QA), Senior Customer Service Executive, or Customer Service Specialist.
Experience supporting Customer Service capability development, including onboarding, refresher training, coaching, and service improvement initiatives.
Having working experience in premium brands or high service-standard environments, with a strong understanding of customer experience expectations and service excellence principles
Experienced in facilitating training sessions, coaching Customer Service agents, and delivering engaging learning experiences.
Strong ability to conduct Training Needs Analysis (TNA), identify competency gaps, and translate findings into effective learning programs.
Strong understanding of SOP development, process adherence, knowledge management, and operational guideline implementation.
Data-driven mindset with the ability to analyze training effectiveness, quality metrics, customer feedback, and performance indicators to identify improvement opportunities.
Strong communication and interpersonal skills with the ability to influence, coach, and collaborate with Customer Service teams and cross-functional stakeholders.
Good project management skills with the ability to manage training initiatives, learning projects, documentation, and continuous improvement activities.