S

Trainer (Japanese Bilingual)

SuperStaff
On-site
Makati, Metro Manila, Philippines
Description

● Conducts needs assessments or instructional analysis to ensure conformity with mission training objectives and develops training plans as needed according to guidelines.

● Responsible for providing brand, soft skills, products, systems, and troubleshooting training to all agents and evaluating the quality of response provided to inbound and outbound customer contacts via all channels. Also, responsibilities include management and associated analysis/reporting, trends aligned to the achievement of results within the contact center through customer feedback and quality monitoring.

● Prepares auxiliary plans for training completion, including comprehensive scripting/thematic/storyboarding and timelines.

● Conducts performance-based measurement assessments for objective evaluation of the training.

● Work with the team to develop training materials to ensure that agents are fully briefed on appropriate products and systems in a timely manner.

● Consults with team to confirm program/system objectives, operational procedures, and system/program constraints.

● Oversee the agent training schedule and competency framework

● Lead the development of onboarding and ongoing training in the contact center for all agents

● To be the internal champion of briefing, training and induction processes that ensure that all objectives, brand values, product knowledge and troubleshooting are enhanced by the customer service interaction



Requirements

● Essential proficiency in utilizing the GDS System (Sabre, Galileo, Amadeus) for bookings and ticketing (for Flight Trainer)

● Ability to monitor and coach: Know, understand and are able to use different training delivery methods, forms and styles

● Ability to create and update a training plan/ curriculum, to create, structure and priorities training content, materials, exercises and tests by incorporating product, process and soft skill knowledge

● Proven ability to do staffing and scheduling

● Good organizational, time management and prioritization skills

● Good at Microsoft skills.

  • Candidates must possess at least a Diploma or a Bachelor's Degree.
  • Ability to multitask, set priorities and manage time effectively
  • Familiarity and experience with a smartphone, online shop and other online apps
  • Detail-oriented person
  • The candidate must have a service-oriented attitude
  • An outgoing person who is friendly but remains professional
  • Willingness to work on a shift, including working on a holiday
  • Knowledge of customer service practices and principles
  • A focused attitude for solving customer’s issues quickly and comprehensively
  • Customer focus and adaptability to different personality types
  • Ability to deal with stress and work pressure
  • Native speaker for Japan with B1/B2 English skill
  • Ability to multitask and highly adaptive to constantly changing environment Excellent oral, written and interpersonal communication skills
  • Ability to effectively manage cross-functional projects. A strong customer-service oriented mindset sets the tone for team members
  • Ability to provide quick solutions for operational issues
  • Intermediate to advanced reporting skills





Benefits

  • HMO with 1 free dependent
  • Life Insurance
  • 20 PTO credits annually
  • VL and SL cash conversion
  • Annual Performance-Based Merit Increases and Employee Recognition
  • Great Company Culture
  • Career Growth and Learning
  • A laptop will be provided by the company