Japanese-Speaking Trainer (Remote, Malaysia)

About the role

A global customer experience and technology services company is hiring a Japanese-speaking Trainer to support its Japanese-speaking Customer Service team in Malaysia. The role is fully remote and full-time, and focuses on developing the knowledge, skills and confidence of Japanese-speaking Customer Service Representatives so they can deliver excellent support for travel-related products such as hotels, flights and activities.

Key responsibilities

• Deliver onboarding and training programmes for new Japanese-speaking Customer Service Representatives
• Train employees on the products and services covered, including hotels, flights, activities and other travel 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 for live operations through knowledge assessments, practical exercises and training evaluations
• Provide individual coaching and constructive feedback
• Work with Team Leaders and Quality Analysts to address recurring performance and knowledge gaps
• Monitor training effectiveness and recommend improvements, and support refresher training and continuous learning

Required profile

• Native Japanese and good command of English
• Previous experience as a Trainer, Training Specialist or in a similar learning and development role
• Experience delivering training in a customer service or contact centre environment
• Strong understanding of customer service principles and operational processes
• Willingness to work shifts, including weekends and public holidays where applicable

Required skills

• Excellent presentation and communication skills, able to explain complex information clearly
• Ability to adapt training methods to different learning styles and to assess learning progress
• Comfortable with digital platforms, training tools and presentation software

What we offer

• Work-from-home arrangement in Malaysia
• Competitive compensation package and performance bonus opportunities
• Employee benefits, career and professional development opportunities
• Access to thousands of free learning courses, initial training and ongoing coaching
• Inclusive, supportive working environment and the chance to work within a global team
• Relocation support