David Kennedy Recruitment is working with a global customer experience and technology services company that is seeking to onboard a Japanese-speaking Trainer to support its Japanese-speaking Customer Service team in Malaysia.
As a Trainer, you will be responsible for delivering training and supporting the development of Japanese-speaking Customer Service Representatives. You will help new and existing team members develop the knowledge, skills and confidence required to provide excellent customer support across travel-related products and services, including hotels, flights and activities.
Position: Trainer (Japanese)
Location: Malaysia
Model: Remote
Employment type: Full time
DUTIES AND RESPONSIBILITIES:
Deliver onboarding and training programmes for new Japanese-speaking Customer Service Representatives
Train employees on the products and services supported by the team, including hotels, flights, activities and other travel-related services
Explain customer service workflows, systems, tools and procedures
Develop, update and maintain training materials, presentations and learning resources
Evaluate trainees' knowledge, performance and readiness to transition into live operations
Conduct knowledge assessments, practical exercises and training evaluations
Provide individual coaching and constructive feedback to support employee development
Collaborate with Team Leaders and Quality Analysts to address recurring performance and knowledge gaps
Monitor training effectiveness and recommend improvements to training programmes
Support ongoing refresher training and continuous learning initiatives
REQUIREMENTS:
Excellent spoken and written Japanese and English
Previous experience as a Trainer, Training Specialist or in a similar learning and development role
Experience delivering training within a customer service or contact centre environment
Strong understanding of customer service principles and operational processes
Excellent presentation and communication skills
Ability to explain complex information clearly and adapt training methods to different learning styles
Ability to assess learning progress and provide constructive feedback
Comfortable working with digital platforms, training tools and presentation software
Willingness to work shifts according to business requirements, including weekends and public holidays where applicable
BENEFITS:
Work-from-home arrangement in Malaysia
Competitive compensation package
Performance bonus opportunities
Employee benefits
Career and professional development opportunities
Access to thousands of free learning courses
Initial training and ongoing coaching
Inclusive and supportive working environment
Opportunity to work within a global team
Relocation support
And many more!