Training Manager - Customer Services

At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their faces, at a touch of a button. We are a global team of diverse Klookers who push boundaries every day, learn fast with feedback and take ownership to drive the change we want to see. Together, we help each other make the world a more joyful place. Up for the challenge? Join us today!

What you’ll do?

• Manage day-to-day operations of the Training team

• Conduct / organize train-the-trainer sessions

• Consistently demonstrate a strong team dynamic with the training team and all internal and external partners

• Audit classroom training for both internal and external sessions to ensure consistent delivery of information across sites

• Develop and maintain training tools, including worksheets, templates, databases and reports

• Identifies and analyzes employee performance problems, determines on-going training needs, and implements solutions

• Collaborate with internal stakeholders and external resources to design and/ or deliver learning programs that address identified needs

• Handle enquiries pertaining Procedures from other teams and be able to give guidance / reply according to stipulated operation procedures and policies

• Tailor training and set schedules according to ongoing business needs

• Perform other related duties as assigned 

• Additional duties or projects as assigned

What you’ll need?

• Proficient in both Chinese Mandarin and English (both verbal and written)

• Extremely detail-oriented when responding and resolving customers' issues

• Must have outstanding organizational, time management and communication skills

• Proactive, efficient, quick to learn and has a strong work ethic.

• Comfortable in learning and working through a task in various technology-based systems via electronic means such as Lark, Call center solution, email, chat and online project management applications

• Eager to work in a small team and fast-paced environment

• A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that’s not afraid to work independently when required

• Globally-minded and comfortable working with people from a different cultural background and in different time zones

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.