Customer Experience (CX) Trainer

Mazda Sales (Thailand) Co., Ltd. (Bangkok)

Bangkok, Thailand

"Mazda Sales (Thailand) Co.,Ltd." established since 1990 our company is responsible for all facets of sales, marketing, service, parts and support for customers and dealers. For Mazda Sales (Thailand) Co., Ltd. there are two fundamental areas of importance : - The satisfaction of customer with Mazda after sales service - The ability of the dealer showroom experience to adequately introduce customers to Mazda products in a comfortable and meaningful manner Moreover we do both create ZoomZoom products with impressive service and also providing career development for our people.

About this position

A passionate Customer Experience (CX) Trainer is responsible for developing, implementing, conducting, and delivering complete training programs that enhance customer care & hospitality skills (customer-centric), improve communication, and ensure dealers’ employees consistently provide excellent customer experiences in line with company standards and values.

Responsibilities

• Develop and conduct customer hospitality training programs for new and existing dealers’ employees
• Create an interactive training session, including materials, manuals, presentations, e-learning modules, and role-play exercises.
• Monitor and assess dealers’ employees reflecting customer satisfaction performance parallel with business performance and provide feedback.
• Conduct workshops on communication skills, conflict resolution, empathy, and customer handling techniques.
• Implement quality assurance measures to ensure a high level of customer satisfaction throughout the customer journey.
• Stay updated with industry trends and incorporate best practices into training programs.
• Analyze & identify customer voice & feedback to identify areas for improvement.
• Collaborate with managers & cross-functional teams to tailor training sessions based on business needs.
• Organize refresher training sessions for continuous skill development.
• Report training effectiveness and dealers’ employee progress to senior management.
• Work with stakeholders to address learning issues, instruction problems, or new educational needs.

Requirements

• Strong communication and presentation skills.
• Excellent interpersonal and coaching abilities.
• Deep understanding of customer care & service principles, journey & platform, and best practices.
• Ability to engage and motivate people.
• Strong problem-solving and conflict-resolution skills.
• Experience in instructional design and training methodologies.
• Proficiency in using learning management systems (LMS) and digital training tools.
• Analytical skills to measure training effectiveness and performance.
• Good team player with adaptability, a proactive service mindset, and project management skills.
• Bachelor’s degree in any related field.
• Certification in training or instructional design, e.g., Train-the-Trainer, is a plus.
• Prior experience as a trainer, preferably in customer experience (turnkey), customer service, or hospitality.
• Experience in handling customer service roles is beneficial. (automotive business is plus)