Roojai Group

Job ID: CH-4287 | Location: Chonburi, Thailand
11 February 2019 Print Report Share

Roojai Group

Job ID: CH-4287 | Location: Bangbon, Bangkok, Thailand

Trainer & QA Specialist

Responsibilities :

Provide high quality training in all aspects of the Call Centre Operations to maximise: High Quality, Operation Efficiency, Customer satisfaction, Retention and Sales Conversion.

Job Duties :

  • Develop programme material as required and deliver training initiatives to meet business needs in the areas of Behavioural Management, Systems Knowledge and Product Knowledge.
  • Regularly review training material to ensure it remains current and aligned with business needs.
  • Work closely with key stakeholders (including Service Experts and Customers) to keep abreast of all current policies and procedures, and ensure any changes in current practices are incorporated into current training material
  • Regularly listen in to calls to understand the Customer Experience and identify gaps
  • Prepare, distribute and facilitate individual assessments to participants for training sessions and collect feedback to compile results
  • Continuously conduct training needs assessment to identify training gaps and arrange for relevant training
  • Forecast training roadmap for work year and maintain training schedule for team members
  • Conduct general training administration including; attendance records, assessment reports (Individual & Team)
  • Actively participate in process improvement sessions, providing constructive feedback and suggestions.
  • Do call evaluation to ensure quality of calls made and managed, information given is correct and accurate.
  • Maintains knowledge of each team members’ talents and career objectives. Works with individuals to ensure that they are provided with an opportunity to access available resources to reach their career objectives.
  • Supports in-house training courses and on-the-job training for team members as needed.
  • Identifies high potential team members and promotes their development and advancement
  • To support & implement any ad-hoc business projects as instructed by Line Manager
  • Perform other duties as assigned from time to time by Line Manager

Requirements : 

  • Bachelor degree in business administration or related field
  • Minimum of 3 years' experience in a highly customer sales and service driven environment.
  • Thai Nationality is preferable with excellence command of spoken and written English
  • Prior experiences in Auto Insurance with Non-life broker license, especially the role of Service Administration and Customer Support Management will be advantaged
  • Analytical and conceptual thinking – using logic and reason, creative and strategic
  • Ability to work in a fast-paced, deadline driven, cross-functional team, Customer Focus, Team Player, Creativity, Time Management, Strong Reporting & Analytical Skills and supervisory skills.
  • To be successful, you must be customer and service-oriented, patient and strong perseverance, and work well under stress.
  • You must be a team player and possess excellent communication, interpersonal, organizational and supervisory skills.

Roojai Co., Ltd.

4/222 Habor Mall, Unit 11A01, 11th Floor,
Moo 10, Sukhumvit Road, T. Tungsukla,

A. Sriracha, Chonburi  20230

Tel : 033-030-350-1


Job Details:


Benefits:
Five-day work week
Performance bonus
Gratuity
Medical insurance
Dental insurance
Life insurance

Roojai Group
https://www.roojai.com/  Roojai.com, the Insurtech start-up launched in January 2016 is now looking for its Web Developer(Front-end). Since launch, Roojai.com has rapidly reached the position of “most visited insurance website in Thailand”, with almost 1 million visits per month.                      The company has the ambition to become the benchmark provider for car insurance in Thailand, recognized for its innovative distribution model, better priced products, and market leading claims services. Join the Roojai team : An experienced start-up team involved in creating Online Insurance Businesses in Asia and Europe over the last 10 years An international Team with 130 people from 10 different nationalities A flat and open organization A culture based on customer service and execution excellency.  

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