Assistant Manager, CX Trainer

Samsung Electronics (Bangkok)

Bangkok

Bangkok, Thailand

Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, network systems, medical devices, semiconductors and LED solutions. Samsung is also leading in the Internet of Things space through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top 10 global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth.

About this position

Strengthen customer service capabilities and techniques by building training plans, implementing, evaluating and post-managing training courses. Improve repair capabilities through monitoring status of training by each business unit, intensify curriculums for low-performers. Provide the optimum customer services through trainings about service mindset, counseling skills and repair techniques.

Responsibilities

• Prepare to build various courses and curriculums to nurture service forces to strengthen customer service capability.
• Prepare to execute training by opening a training course, notifying training courses, selecting lecturers, preparing materials, managing classrooms and manage training performances.
• Prepare to manage training operation system and develop a strategy to improve training processes.
• Prepare to manage low performers, re-training, and assessment, and strengthen capability by operating service training certificate system.
• Prepare to plan and develop various and differentiated training contents.

Requirements

• Experienced professional with full understanding on specialized areas; resolves a wide range of issues in creative ways.
• Works on problems of diverse scope where analyzing data requires evaluating identifiable factors. Demonstrates good judgement in selecting methods and techniques for obtaining solutions.
• Normally receives little instruction on day-to-day work and receives general instructions on new assignments.
• Typically requires minimum 5 years' of related experience and a Bachelor's degree, or 3 years and a Master's degree; or a PhD without experience.