Title:  *Executive, Customer Care (Trainer)

About the Role
Responsible for designing and delivering impactful training programs that build the skills, confidence, and customer-first mindset of the Customer Service (CS) team. This role combines training design, facilitation, and hands-on coaching to ensure every team member is equipped to deliver outstanding customer experiences. 

What You Will Deliver

• Design, build, and continuously update training curricula and materials covering onboarding, soft skills, and new process rollouts, using diverse formats including micro-learning, simulation videos, quizzes, workshops, and role-play
• Tailor training content to suit varied employee learning styles, ensuring materials are multimedia-friendly, concise, practical, and grounded in real-world examples
• Directly facilitate training sessions for new and existing employees, leveraging tools such as presentations, e-learning platforms, interactive mini games, case studies, role-play, and one-on-one coaching
• Monitor learning progress and assess knowledge retention through post-training evaluations to ensure effective skill transfer
• Support employees in applying training knowledge to real work situations through targeted, case-by-case coaching that addresses communication gaps, challenging scenarios, and service mindset development
• Collect and analyze employee feedback to continuously improve training programs and enhance the overall learning experience
• Propose and implement solutions to elevate training quality and strengthen employee development outcomes

What You Bring

• College or Bachelor's degree in Business Administration, Human Resources, Education, or a related field; a teaching qualification or pedagogical certification is an advantage
• Minimum 1 to 2 years of experience in training or customer care operations
• Experience working with or training Generation Z (Gen Z) employees is a significant advantage
• Strong presentation and classroom facilitation skills, with the ability to engage learners in a logical, energetic, and highly interactive manner
• Proven ability to handle challenging training scenarios and conduct effective role-play-based learning sessions
• Strong written communication skills with the ability to produce clear, concise, and visually engaging training materials
• Positive, approachable, and professional communication style that creates a motivating and inclusive learning environment
• Continuous improvement mindset with the flexibility to adapt training methods based on evolving learner and business needs
• Good English communication skills, both spoken and written

Why Join DKSH
At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Customer Care. 

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