Associate, Customer Support

1 week ago

Singapore Secretlab SG Pte Ltd Full time

Secretlab is an international gaming chair brand seating over a million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.

You will be a valued member in our world-class Customer Support Training team, responsible for establishing strong learning solutions to support and enhance the learning of our Customer Support team. With an aim to build up the capabilities of our agents, you will be assisting in developing engaging training programs and delivering best practices. You will play a pivotal role in coaching and equipping the team with the know-how to provide customers with a satisfactory experience with us.
Our Customer Support team is an integral function in ensuring the success of both Secretlab and our collaborative efforts with world-renowned brands such as Game of Thrones, Batman, Cloud9, Team Secret, as well as international esports organisers such as Riot Games for their League of Legends global tournaments.

**Responsibilities**
- Develop and deliver training programs, workshops, and sessions to Customer Support team
- Collaborate with Managers and Subject Matter Experts to design and create effective and engaging training materials
- Evaluate the effectiveness of training programs and make recommendations for improvement
- Facilitate and support employee learning and development through coaching and mentoring
- Work with the Quality Assurance team to monitor agents’ performance and provide feedback and recommendations for improvement
- Stay up-to-date with industry trends and best practices to ensure the training programs remain relevant and effective
- Consistently evaluate, maintain and upkeep the repository of knowledge base, LMS platform, training curricula and materials to ensure relevance

**Requirements**:

- At least 2 years of experience as a Customer Service Training or similar role in sales training environment
- Experience in designing and delivering training program across different delivery mediums (Virtual learning, live classroom, e-learning, gamification etc)
- Knowledge of Learning Management Software (TalentLMS)
- Excellent written, verbal and presentation skills - along with proven ability to articulate complex information and concepts in clear and engaging manner
- Strong team management and great people skills with ability to communicate negatively feedback effectively
- Proven problem solver who is able to think out of the box for meaningful solutions and consistently seek to improve customer service quality

**Bonuses**
- Knowledge of, and passion for the gaming/ esports industry
- Additional certification in training is a plus-
**Start Date**:
**Working Hours**:
Monday to Friday, 10.30am - 7.30pm

**Dress Code**:
Casual

**Spoken Language**:
English

**Benefits**:

- A fast-tracked career. Join the company's core team as Secretlab enters a major growth phase globally and enjoy that same dynamic growth in your career.
- A workplace for millennials-open-concept office space to breed the best inter-team collaborations, fuelled by the most innovative, passionate and driven people in the industry.
- Health, vision and dental care-excellent employee benefits so you can work with the best frame of mind.
- Lunch provided daily, with a fully stocked pantry. At Secretlab, never worry about hunger affecting your best work.
- A competitive salary package, with boundless opportunities for development and growth.

**Address**:
Secretlab Global HQ and R&D Centre
351 Braddell Road #05-02
Singapore 579713

**Phone**:
6341 5032

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