As a Trainer, you will be identifying training needs by evaluating strengths and weaknesses in a classroom set-up. You will be translating requirements into a training curriculum that will groom existing employees and new hires for the next step of their career path.

Responsibilities

• All training materials to be updated within 2 months after the start date of the CSS training
• Playbook to be updated daily and report to be posted weekly every end of the week
• To attain at least an excellent score on the training evaluation (classroom and trainer feedback form)
• Overall certification result should not fall behind the QA target score of 85% and AHT target per skill
• Weekly attendance should not be lower than 95%
• Refresher quiz to be conducted monthly
• Process updates should be published at least once a month
• Attrition rate should not go lower than 85%

Competencies

• Understand the importance of written communication. Writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all written communication, including emails and text messages.
• Excellent verbal communication skills for training delivery; must have a dynamic and engaging classroom presence
• Maintains a fighter spirit with high growth pressure and at times with growing pain and chaos.
• Intelligence - Learn quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
• Analytical Skills - Able to structure and process qualitative or quantitative data and draw insightful conclusions to help improve Client Service Support processes and training. Exhibit a curious and probing mind and achieves penetrating insights.
• Ability to coach and develop people to prepare them for their future role.
• Teamwork - Reaches out to peers and cooperates with different departments to establish an overall collaborative working relationship. Set the standard for the CS teamwork ethic, culture, and professionalism.
• Efficiency - able to produce significant output with minimal wasted effort.
• Integrity - Does not cut corners ethically. Earns trust and maintains confidence. Speaks plainly and truthfully.
• Organization and planning - Plans, organizes, schedules, and budgets in an efficient, productive manner. Highly organized individual with proven frameworks and processes to scale a quickly growing company. Focuses on key priorities.
• Follow-through on commitments - Lives up to verbal and written agreements, regardless of personal cost.
• Attention to detail - Does not let important details slip through the cracks or derail a project.
• Persistence - Demonstrates tenacity and willingness to go the distance to get something done.
• Proactivity - Acts without being told what to do. Brings new ideas to the company.
• Ability to apply adult education theories and the principles of systematic design of training and evaluation.
• Provides research and initiates the development of training materials as needed

Requirements

• Mandarin and English fluency is a must
• Intermediate knowledge of training tools such as Microsoft Office
• Restaurant experience is a plus
• Willing to be assigned to work on-site
• At least two years of successful experience as a training professional, mentor, subject matter expert or similar role.
• Must be willing to work on night shifts