Senior Associate, Customer Support

2 days 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.

As a Customer Service Training Associate, you will be responsible for establishing strong learning solutions to support and enhance the learning of our Customer Support team. With the aim to build up the capabilities of our agents, you will be involved in developing engaging training programs and delivering best practices. You will also be required to determine the optimum modalities and platform to execute the transfer of knowledge.

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**
- Conduct and deliver training sessions to Customer Support team and other relevant stakeholders in live and/or virtual classroom environment
- Assist in designing and developing engaging learning courses, including creating curriculum, content and building regular quizzes
- Collate and review end of training feedback to identify area of improvement and improve the quality of training
- Assess the impact and effectiveness of the training program, ensuring alignment with the training needs and objectives
- Collaborate with Quality Assurance to identify individual and team skills gaps, determine training needs and translate to objectives and programs
- Consistently evaluate, maintain and upkeep the repository of knowledge base, training curricula and materials to ensure relevance

**Requirements**:

- 3+ years of work experience as a Customer Service Trainer or similar role in sales training environment
- Experience in designing and conducting training program across different delivery mediums (Virtual learning, live classroom, e-learning, gamification etc)
- Knowledge of Learning Management Software (TalentLMS)
- Familiarity in delivering interactive learning activities in blended learning environment
- Excellent written, verbal and presentation skills - along with proven ability to articulate complex information and concepts in clear and engaging manner

**Bonuses**
- Knowledge of, and passion for the gaming/ esports industry
- Additional certification in training is a plus

**Start Date**:
Immediate

**Working Hours**:
Monday to Friday, 11am - 8pm

**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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