# MY - CS - Customer Service Trainer

> Zeal Group · Kuala Lumpur, Malaysia · Full-time · Posted 2026-09-14

**Workplace:** on_site

**Department:** Customer service

## Description

### About Zeal Group

Zeal Group is an award-winning FinTech company established in 2017, providing a wide range of financial products and services. Today, we have grown to a global team of over **500 employees**.

### Key Responsibilities

As a **Customer Service Trainer**, you will be responsible for developing the capabilities of the Global Client Experience team by ensuring consistent product knowledge, service quality, and training effectiveness.

### Training & Knowledge Management

-   Become the subject matter expert on the company's products, services, policies, and procedures, and stay up to date with all changes.
-   Design and deliver comprehensive onboarding programs for new hires.
-   Develop continuous learning programs for existing Customer Service staff.
-   Create training materials, manuals, online learning modules, and instructional content.
-   Maintain and manage the annual training calendar.

### Training Delivery

Deliver training through multiple learning methods, including:

-   Classroom training
-   Virtual training
-   E-learning modules
-   Workshops
-   Coaching & mentoring
-   On-the-job training
-   Simulation exercises

### Quality Assurance & Performance Improvement

-   Build and maintain a Quality Assurance (QA) framework to identify knowledge and performance gaps.
-   Conduct training needs analysis through:

-   Job analysis
-   Career development plans
-   Annual performance reviews
-   Consultation with line managers

-   Develop individual or departmental training and development plans.

### Training Evaluation

-   Monitor training effectiveness and learning outcomes.
-   Measure training ROI and prepare regular reports.
-   Continuously improve training programs based on feedback and business needs.
-   Stay updated with industry trends and best practices in learning & development.

### Training Operations

-   Manage the training budget.
-   Coordinate ongoing employee development initiatives.
-   Customize training solutions to address specific business challenges.

## Requirements

### Education

-   Bachelor's Degree in any discipline.
-   Majors in **Finance**, **Economics**, or other business-related fields are preferred.

### Experience

-   1-3 years of experience in Customer Service Training role or similar roles
-   Demonstrated success in designing and implementing training programs.
-   **Mandatory experience in Forex/CFD Trading or the financial trading industry.**

### Professional Skills

-   Strong knowledge of both traditional and modern training methodologies, including:

-   Coaching
-   Mentoring
-   Classroom training
-   On-the-job training
-   E-learning
-   Workshops
-   Simulations

-   Excellent communication, presentation, and leadership skills.
-   Strong planning, organizational, and time management abilities.
-   Excellent writing skills for preparing reports, SOPs, and training manuals.
-   Good computer literacy and database management skills.

### Language Requirements

-   Fluent in **English** and **Mandarin** (both written and spoken).

## Benefits

What we can offer you:

-   Life Insurances
-   Team Building

## Apply

[Apply at Zeal Group](https://apply.workable.com/zealgroup/j/47BD72BFE4/apply)

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