Trainer For Customer Service (New Balance)

Assist NEW BALANCE sportswear as their e-Commerce customer support. The team is expanding really fast, We start with 7 Agents in July 2021, has expand to 26 team members to date. Our key objective is to set-up a reliable customer service team for . You will be assist in training to all our new agents, whilst also training our existing agents on new products and systems. There will be a key requirement to support refresh sessions, across all markets to improve performance related to the campaign KPIs. The purpose of this role will be to ensure that all touch points across our New Balance customer experience led by the New Balance team, positively impacts brand advocacy, loyalty and leads to increased sales within New Balance, through developing/coaching and monitoring the knowledge and skills of the campaign team supporting the continuous improvement model.


(Apply now at
; Requirements:- Key Accountabilities


-Onboard, welcome and train new agents 


-Deliver induction training and products, systems, processes, and soft skills to new and existing agents


-Be accountable for the agent knowledge, and autonomy 


-Responsible for developing, implementing, managing and overseeing campaign's sales educational workshops


-Ensure training is aligned with the campaign KPIs


-Ensure the agents are confident to navigate all relevant software 


-Build and keep training material relevant and up to date


-Run system testing and feedback results to the client 


-Be proactive to suggest innovative ideas, improvements, and brainstorming activities; question and challenge thinking and decisions, to improve training, outcome, systems, and processes 


-Collaborate to create impactful training content, materials, physical and digital to ensure premium quality training is delivered


-Work closely with Operations Manager and Team Lead to develop quality training modules

Skills Essential 


-Previous experience as a Customer Service Trainer / Sales Training Specialist or similar role


-In-depth knowledge of the training and sales process and best practices


-Good communication, presentation, and public speaking skills


-Effective time management, with the ability to work under pressure


-Flexible and able to adapt to changes in a fast-moving environment


-High level/fluency in both written and verbal English. Additional languages (Mandarin / Cantonese – HK/TW market) are a big plus


-Experience in the customer service industry and ideally in a contact centre environment


-Dedicated and passionate about giving great customer experience


-Ability to connect with people quickly to build rapport and relationships


-Team player – supporting and developing colleagues, to grow with us and help us to grow our business


-Well organised and able to prioritise workload. Self-motivated with a drive to develop and support others


-Someone who HIGHLY values TEAMWORK.


-Location: Kelana Jaya