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Customer Services Product Trainer, APAC

Summary

Salary
Competitive
Team
Customer Service and Inside Sales
Location
Singapore - St James Power Station Headquarters

Regional Customer Service Trainer (APAC)

We are looking for an experienced individual to develop and implement training programs to all of our Contact Centre and Service workshop teams within our APAC region. You will be based in our Singapore office at St James Power station. Your main role will be to ensure all necessary personnel become Dyson Customer Service specialists. With your efforts, all personnel should have a thorough understanding of new and existing Dyson products; how to use them, how to maintain them, how to troubleshoot if products are not working, how to sell them and interact professionally with our owners by exceeding their expectations.

The ideal candidate should be a great communicator, engaging and have the ability to effectively describe technical information to different audiences. You must be highly organized, resourceful, proficient in time management and possess excellent public speaking skills.

Key responsibilities

  • Schedule and lead effective in-house and on-site training sessions, organize any necessary equipment, and manage course enrolment.
  • Analyze training effectiveness through First Contact Resolution while ensuring optimal average handling time and make any necessary improvements.
  • Assess employees’ skills, performance, and productivity to identify areas of improvement.
  • Develop, customize, deliver holistic and effective training framework, programmes, and materials (from Dyson values, compliance, system, technical, selling to soft skills) in accordance with market’s needs, processes, culture nuances to achieve CS KPIs. This includes new product launches.
  • Maintain a keen understanding of training trends, developments, and best practices to drive international standards
  • Be the voice of APAC into the global training team and ensuring feedback is gained on all training needs and content to ensure we are continually improving and delivering against the region’s needs.
  • Work collaboratively with the global team and take ownership of developing content specifically required by APAC.
  • Ability to travel across APAC to attend meetings and training events.
  • Evaluate employee performance prior to and after completion of training; and recommend necessary additional training.
  • Liaise with market leaders to determine training needs and schedule training sessions.
  • Seek continuous improvement in training curriculums, certification process and methodologies to uplift the competencies and set skills of the customer service personnel from in-house to outsourced partners.
  • Introduce new digitization/ e-learning tools to complement instructor-led training

Skills:

  • At least minimum of 5 years Learning & Development experience, preferably supporting the regional markets
  • Track record in designing and executing successful training programs
  • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
  • Excellent verbal and written communication skills. Able to communicate to different levels of the business
  • Must be proficient in English. Any other regional languages would be of benefit
  • Presentation skills – able to develop audience- centric contents and present confidently in front of a varied audiences
  • Strong technical, selling, and soft skill knowledge
  • Ability to design curriculum and content
  • Ability to plan, multi-task and manage time effectively
  • Ability to work in a fast paced and challenging environment
  • Proficient in MS Office
  • Experience in managing LMS platform
  • Experience in Articulate Storyline 360 will be an advantage
  • Able to lead market trainers and stakeholders
  • Willingness and ability to travel regionally
  • Experience in working with international teams, across culture and languagey

#LI-DYSON


Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.