Assistant Manager, Customer Experience Trainer

Samsung Electronics

Samsung Electronics (Sathon)

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.

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Fungsi pekerjaan: Layanan Pelanggan

Industri: Manufaktur dan Produksi

Detail posisi

Strengthen customer service capabilities and techniques by building training plans, implementing, evaluating and post-managing training courses. Improve service 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.

Kewajiban

1. Create and Organize the Competency framework for Service Centers’ staff
• Identify individual and team competency gaps
• Create the competency framework for Receptionist (SVC Centers’ staff)
• Design the Assessment method, collection result and GAP investigation
• Create development plan to fill gap with, provide Coach & Feedback as a tools.

2. Create and Organize CS training roadmap for upfront staff and Leader level
• Create a development plan for Service Center Leader level.
• Standardize a qualification, Pre-screening, Interview guideline for service partner.
• Create curriculum, Prepare Friendly Training materials (Power point, VDO, Instruction manuals)
• Organized the orientation training and certified (Theory and Practice test) for new staff both online and offline
• Maintain updated records of training curricula and material

3. Enhance the Customer Service Excellence
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Provide the CS Excellence training program to upfront staff
• Monitor the customer feedback according to the manner and empathy
• Provide improvement training plan with service partner based on customer feedback

4. Create skill map for motivation program / Recognition award.
• Set up evaluation criteria by skill and performance map.
• Communicate and drive actions
• Assess the impact of each educational course on staff performance and client satisfaction

Kualifikasi

• Bachelor's degree or above in Education, Human Resources or relevant field
• At least 5 years’ experience in customer service training as a Customer Service Trainer or similar role
• Highly motivated self-starter who can work independently
• Creative and willing to implement new approaches / tools
• Familiar with interactive learning activities and learning incentive program
• Works on problems of diverse scope where analyzing data requires evaluating identifiable factors.
• Demonstrates good judgement in selecting methods and techniques for obtaining solutions
• Good communication and presentation in both Thai and English skills
• Experience in sales or customer service positions is a plus
• Additional certification in training is a plus

Keuntungan

Huneety A.I Salary Estimate

52,000 - 86,000 THB per month