Customer Service Trainer

About the role

Nexlence, an AI‑driven Customer Experience specialist, is looking for a Customer Service Trainer to design and deliver bilingual training programs for its cross‑border e‑commerce and overseas BPO teams. The role involves creating courseware, conducting on‑site and remote sessions in English, and measuring training effectiveness.

Key responsibilities

• Implement company‑wide special training programs, including onboarding, on‑the‑job skill refreshers, and promotion training for English‑speaking customer service staff.
• Develop and iterate bilingual training materials, FAQs, and assessment banks based on identified business pain points.
• Deliver full‑English training sessions both on‑site and remotely, providing group workshops and one‑on‑one coaching for Southeast Asian and domestic employees.
• Manage training data end‑to‑end, tracking participation, pass rates, and post‑training performance, and produce summary reports.
• Collaborate with business units and HR to create competency‑based training plans that accelerate new‑hire adaptation to overseas projects.
• Contribute to the internal talent development system, support corporate events, policy promotion, and cross‑project training initiatives.

Required profile

• College degree or higher, preferably in Human Resources, Business English, or Pedagogy.
• Fluent oral, written, and reading English; ability to conduct training entirely in English without language barriers.
• 1‑3 years of experience as an internal corporate trainer; experience in BPO, cross‑border e‑commerce, or internet industries is a plus. Outstanding fresh graduates with strong English are also considered.
• Strong presentation, logical thinking, and cross‑cultural communication abilities; able to work under pressure and across time zones.

Required skills

• PowerPoint (PPT) courseware creation.
• Design and execution of training assessment processes.