Job Description

Life at U Mobile We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving. At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team. Let's start your journey with an award-winning o Life at U Mobile We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving. At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team. Let's start your journey with an award-winning organization! #UnlimitingYourPotential Top Reasons To Join Us Awarded as one of the Most Preferred Graduate Employers (2022) & Gold Winner for Excellence in Workplace Culture (2021) Comprehensive medical, dental, optical and insurance benefits Flexi working hours arrangements Staff Line & Device Subsidy Smart Casual Attire Child Parental Leave Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT) Special employee discounts for selected F&B Brands and Hotels Job Summary The Training Executive is responsible for delivering relevant product and services training and briefing to the Contact Centre staff in a timely manner. This role is also responsible to ensure that all necessary information is available and/or updated in the knowledge base for staff reference. Other than that, Trainers are expected to perform periodic assessments and re-evaluations of staff knowledge and competency and conduct refresher training sessions as needed to help U Mobile Contact Centre meet the most important goals, i.e., provide outstanding customer experience, reduce operating expenses, improve productivity, retain customers, and reducing agent attrition. Job Responsibilities With launching of new products or for product updates, to organise product training programs/sessions for Contact Centre agents and relevant support staff to ensure knowledge transfer in a timely manner. To ensure that all required and relevant information are available in the Knowledge Base for easy reference, and that information are accurate and updated regularly. To ensure that all knowledge transfer sessions are sufficiently run and effective. Communicate regularly and professionally with operational counterparts/other support teams (Example: Team Leaders, Quality Assurance (QA), etc.) to drive Customer Service Executives (CSEs) efficiency and effectiveness towards common goals. Participate in overall QA calibration sessions to ensure consistent scoring methodology among team members and operational counterparts. Regularly update and maintain training progress logs and other records/documents, as necessary. To complete and produce periodic reports in a timely manner. To ensure the upkeep and maintenance of all training equipment, material, etc. Job Requirements At minimum, a Bachelor's Degree or Diploma in any subject. Proficient and able to speak, read, and write in English, Bahasa Malaysia, and Mandarin (to assist with translation). Experience with training and/or handling social media and E-mail writing helpdesk is preferable. Proficient with Microsoft Office Power Point, Excel, Microsoft Word. Experience with conducting online training and knowledge in video editing software are an added advantage. Minimum 1 year work experience in training is preferable. Minimum 1 year experience in Contact Centre Operations or Backend Support preferable. What's Next Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.