Airport Service Trainer

SKY ICT Public Company Limited (Bangkok)

Bangkok

Bangkok, Thailand

We are the Professional Solution Integrator providing IT enabled business solutions with direct support coverage across the country and all boundary areas. Our team combines Expertise and Multi-Vendor skilled People with a mix of Core Competencies, Key Strategic Partnerships and alliances, Broad experience in managing projects from largo to small, Proven ability to minimize Technical, Operational and Financial risks in complex projects, Multi-Skilled and Business-Critical Technology Solutions.

About this position

We are looking for an enthusiastic and skilled Customer Service Trainer to join our team. The ideal candidate will have a strong background in Airline airport operations, with a focus on delivering exceptional customer service. This role is essential for equipping our staff with the necessary skills and knowledge to enhance the customer experience and uphold our service standards.

Responsibilities

• Develop, implement, and deliver comprehensive training programs focused on customer service excellence, conflict resolution, and communication skills tailored to the airline industry.
• Conduct engaging training sessions, workshops, and role-playing exercises that enhance the customer service skills of frontline staff, including ground personnel.
• Evaluate training effectiveness through assessments, feedback, and on-the-job observations, ensuring continuous improvement in service delivery.
• Collaborate with management to create training materials, manuals, and e-learning resources that reflect current industry trends and customer expectations.
• Stay updated on airline industry developments, service trends, and customer feedback to inform training content and methodologies.
• Foster a culture of customer-centricity within the organization by mentoring and supporting staff in their professional development.
• Maintain accurate records of training sessions, attendance, and participant progress in accordance with company policies and regulatory requirements.
• Assist in the recruitment and onboarding of new customer service staff, ensuring they receive a strong foundation in service expectations and company culture.

Requirements

• Must hold at least a bachelor's degree in a relevant field, such as Airline Management, Customer Service, Tourism or other related disciplines.
• Minimum of 2 years of experience as an Airline or Customer Service instructor, trainer or in training roles, specifically in customer service training.
• Minimum of 5 years of experience in the airline industry, with a solid understanding of airline operations and customer service protocols or other related roles.
• Strong communication skills in both Thai and English, with a minimum TOEIC score of 600.
• Strong presentation and facilitation skills, with the ability to engage and inspire diverse audiences.
• Excellent interpersonal and communication skills, with a focus on fostering positive relationships and team collaboration.
• Proven ability to develop and implement effective training programs and materials.
• A commitment to continuous improvement and a passion for delivering exceptional customer experiences.
• Experience with training software and tools is a plus.
• Possession of relevant certifications, such as Train the Trainer or other training-related qualifications, is a plus.