MY - CS - Customer Service Trainer

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. 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). What we can offer you: • Life Insurances • Team Building