MY - CS - Customer Service Trainer
Zeal Group· Customer service
About this role
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.
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).
What we can offer you:
- Life Insurances
- Team Building
Frequently Asked Questions
Is the salary disclosed for the MY - CS - Customer Service Trainer position at Zeal Group?
The salary for this MY - CS - Customer Service Trainer role at Zeal Group is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the MY - CS - Customer Service Trainer position at Zeal Group located?
This MY - CS - Customer Service Trainer role at Zeal Group is based in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the MY - CS - Customer Service Trainer role at Zeal Group full-time or part-time?
This is listed as a Full time position. It is posted as a MY - CS - Customer Service Trainer role in the Customer service department at Zeal Group.
Which team or department does the MY - CS - Customer Service Trainer at Zeal Group belong to?
This MY - CS - Customer Service Trainer position is part of the Customer service department at Zeal Group. See the full job description for more information about the team structure and responsibilities.
How do I apply for the MY - CS - Customer Service Trainer position at Zeal Group?
Click the "Apply Now" button on this page. You will be redirected to Zeal Group's official application portal hosted on workable where you can submit your application directly.
When was the MY - CS - Customer Service Trainer job at Zeal Group posted?
This MY - CS - Customer Service Trainer position at Zeal Group was posted on Sep 14, 2026. Apply as soon as possible — early applications are often reviewed first.
MY - CS - Customer Service Trainer
Zeal Group
You'll be redirected to Zeal Group's official application page on workable.