Customer Experience Trainer

Within Castlery, we are looking for an experienced trainer who has a passion for empowering individuals with knowledge and experience through training and content that is effective and engaging.

This position works closely with the Customer Experience Manager and CX Shared Services Team to develop and deliver training to drive service performance for Castlery and satisfaction for the customers.

You will primarily be responsible for the delivery of onboarding training for new hires and continuous learning opportunities for existing members. This role also includes mentoring new and existing members on knowledge and processes in order to improve performance and compliance.

This role is suitable for individuals who thrive in a fast paced, dynamic and evolving environment.

Core Responsibilities

• Delivery of onboarding training while developing and maintaining onboarding materials
• Mentoring new and existing team members to improve performance and meet regularly with CX Manager to report progress
• Work closely with key functions to identify training needs or improvements
• Work with CX Shared Service team to develop global CX training framework, with periodic review of the training program, materials and delivery for effectiveness and relevance to existing processes, systems, products, customer needs and trends
  
  

Requirements

• Must be highly self-motivated and customer-centric
• Excellent in planning, organization and implementation skills
• Strong communication skills with presentation/facilitation skills
• Proven ability to create training materials using basic instructional design methods
• Hands-on attitude and high attention to details
• Deep understanding of adult learning concepts and techniques
  
  

Position Details:

• Job Location: Infinity8 Reserve Mid Valley Southkey, Level 28
• Job Arrangement: Onsite
  
  

What we promise:

Our first promise - the ride of a lifetime

You will be joining the company in its most exciting phase, where we have proven our product market fit. With the growing online penetration of furniture, we will scale from 1 to 100. You will witness the rapid scaling of our customers and organization.

The second promise - a good place to work

We are building a company that puts people as the company's core strategy for success. It's our mandate to make every employee perform to their highest potential so that they can do the very best work of their lives here, in Castlery.

We deeply value the employee's growth, ensuring a good onboarding experience, building career development, clarity on the company strategy and everyone's contribution to the bigger picture

Create a supportive, transparent and flexible work environment to enable our people to be highly productive and creative

Design and provide effective technical, managerial, culture and leadership training programs to help our people learn and grow