Job Description
<Job Responsibilities> - Develop and conduct customer hospitality training programs for new and existing dealers’ employees - Create an interactive training session, including materials, manuals, presentations, e-learning modules, and role-play exercises. - Monitor and assess dealers’ employees reflecting customer satisfaction performance parallel with business performance and provide feedback. - Conduct workshops on communication skills, conflict resolution, empathy, and customer handling techniques. - Implement quality assurance measures to ensure a high level of customer satisfaction throughout the customer journey. - Stay updated with industry trends and incorporate best practices into training programs. - Analyze & identify customer voice & feedback to identify areas for improvement. - Collaborate with managers & cross-functional teams to tailor training sessions based on business needs. - Organize refresher training sessions for continuous skill development. - Report training effectiveness and dealers’ employee progress to senior management. - Work with stakeholders to address learning issues, instruction problems, or new educational needs
Job Requirement
<Necessary Skill / Experience > - Bachelor’s degree in any related field. - At least 5 years as Sales Trainer or Service Trainer - Experience in instructional design and training methodologies - Conversation High level in English (Training Material and communicating with Japanese Management) - Have Driving license, and able to drive company car to another office in Bangkok - Travel upcountry may be required (not frequently) for monitor to report training effectiveness <Preferable Skill / Expereince> - Certification in training or instructional design, e.g., Train-the-Trainer, is a plus. - Automotive business is plus - Prior experience as a trainer, preferably in customer experience (turnkey), customer service, or hospitality. - Proficiency in using learning management systems (LMS) and digital training tools. <Details > - Strong communication and presentation skills. - Excellent interpersonal and coaching abilities. - Deep understanding of customer care & service principles, journey & platform, and best practices. - Ability to engage and motivate people. - Strong problem-solving and conflict-resolution skills. - Analytical skills to measure training effectiveness and performance. - Good team player with adaptability, a proactive service mindset, and project management skills.