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Customer Service Manager and Trainer
2 weeks ago
Key Responsibilities
Customer Service Management
Respond to customer enquiries and feedback received via email, Facebook, and other communication channels.
- Handle customer issues related to OG membership accounts and the OG eShop.
- Resolve escalated customer complaints promptly and professionally.
- Monitor service quality through feedback and implement improvements where necessary.
Ensure company policies, procedures, and service standards are consistently met across all departments.
Training & Development
Plan, develop and conduct training programmes on customer service, selling skills, handling difficult situations, staff coaching, product knowledge, and other relevant topics.
- Develop and update SOP handbooks to support learning and operational consistency.
- Monitor staff performance post-training and perform coaching where needed.
- Conduct periodic refresher courses to reinforce key skills and knowledge.
Collaborate with department heads to identify training gaps and work with external providers when appropriate.
Staff Leadership, Supervision & HR Support
Participate in new staff orientation, employee counselling sessions, disciplinary discussions, and grievance handling in collaboration with HR.
Other Responsibilities
Serve as the appointed building Fire Safety Manager (training and certification will be provided).
- Act as Compliance Officer for PSPM (Precious Stones and Precious Metals).
- Act as Compliance Officer for PDPA (Personal Data Protection Act).
Qualifications & Requirements
- Diploma/Degree in Business, Retail Management, or a related field.
- WSQ Advanced Certificate in Learning and Performance (ACLP) 2.0 or ACTA certification preferred
- Minimum 3–5 years' experience in training and development or retail customer service, with at least 2 years in a supervisory role.
- Strong communication, interpersonal, and conflict-resolution skills.
- Demonstrated experience in training delivery and staff development.
