MY - CS - Customer Service Trainer at Zealgroup — Malaysia

About The Role

# 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