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This job ad has been posted over 45 days ago...


Full-time Customer Communication Skills Specialist

This job is located at Agoda Services Co., Ltd. in Bangkok

Expected salary: Negotiable
Published on: 18-05-2014

Roles & Responsibilities

  • To identify training needs across the contact center by using testing / assessment, QA methodologies as well as customer satisfaction data available in our internal reports
  • To design and deliver ongoing training programs (including e-learning) to bridge the communication gaps in our contact center (the modules will include sales skills, customer service, call handling, email writing & business language training,etc)
  • To carry out on the job one-to-one coaching sessions to meet specific training and development needs as necessary
  • To evaluate all training carried out to ensure that the areas of learning developed during the training have been transferred back to the workplace and that the training has been relevant, informative and effective
  • Track, analyse & report the attendance and progress of all attendees in liaison with the management team
  • Contribute to the in house contact center Training curriculum development
  • Updates own job knowledge by studying industry best practice & participating in training activities

Specific knowledge, skills and Abilities

  • Certified teaching and communications skills (CELTA, DELTA, BA in English Language or Communications)
  • Excellent English communication skills
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
  • Good interpersonal skills
  • Quick learner with attention to detail and accuracy
  • Must be flexible to accommodate occasional shift work such as morning, afternoon and weekend when needed

Preferred Experience

  • Previous Contact Centre Trainer experience
  • Proven experience and knowledge in effective training, coaching and people management practices
  • Experience in the Travel industry an advantage

What we offer

  • Competitive salary
  • Young and dynamic multinational team
  • Career opportunity regarding lateral moves within Travel Operations teams and global locations as well as other departments within the company
  • Possibility for continuous learning & development through corporate training programs
  • Modern working environment in the heart of the city

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Published on: 18-05-2014
Viewed: 3214 times