Assistant Manager, Customer Service Trainer

Assistant Manager, Customer Service Training

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia’s leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement – from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose ‘we’ over ‘me’. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

As a purpose-driven organisation committed to providing the best service and support to our policyholders, we are seeking an experienced professional to join our team as an Assistant Manager, Customer Service Training.

The Role:

• Conduct Training for Service Centre and Contact Centre
• Ensure accuracy & consistency in delivering quality customer service by Call Centre and Frontline Customer Service staff.
• To plan, organize and ensure training conducted as scheduled.
• Determine training needs and requirements by meeting with managers, team leader and CSO
• Review existing training material to determine appropriateness and relevance
• Modifies and creates course and training material to meet specific training needs
• Updating training material in Knowledge Library/ePartner/ chatbot
• Prepare quizzes on monthly basis for the team to keep abreast of the changes
• Training administration and record up keeping
• Knowledge and skill in developing e-learning modules /video/voice over
• Knowledge of Learning Management Software (LMS)
• To ensure CSO in Contact Centre & Service Centre is equipped with the relevant knowledge and skill & delivered quality service to the policyholder/agents

Great Eastern Malaysia is committed to Equal Employment Opportunity, and all qualified applicants shall receive a fair and equal consideration for employment.

Location: HQ, Kuala Lumpur

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

The Person:

• Tertiary qualification preferably in Communication, Management, Business Administration or Insurance
• Minimum: Diploma/ Degree/ Professional certificates in insurance
• Additional certification in training as certified trainer is an added advantage
• Experience of at least 4 years in Life Insurance company. Preferably with Customer Service or Call Centre experience
• Trainer/ QA in Life Insurance Customer Service an added advantage
• Independent & strong interpersonal skills
• Ability to communicate at all levels
• Ability to produce high quality work under pressure