苹果Trainer, Retail Customer Care
任职要求
Minimum Qualifications • Makes space to listen, learn, and amplify diverse perspectives and experiences • Actively seeks out opportunities to champion and celebrate inclusion and diversity • Experience in assessing learning needs and identifying performance gaps • Experience defining curriculum strategies and training plans • Experience designing and developing training content, courses or programs, and training evaluation • Experience with learning management systems, performance data analysis and reporting tools • Excellent presentation/facilitation skills • Ability to work efficiently under deadline with numerous projects on hand • Strict adherence to company policy on confidential materials Preferred Qualifications • Customer focused, detail oriented individual with ability to maintain a positive attitude in high-stress and fast-paced work environment • Drive for quality results and demonstrates high degree of determination • Excellent verbal, written and interpersonal communication skills • Adaptive to changing technologies, process and environments • Customer service and sales experience a plus • Apple branded hardware, software, services and other technical knowledge background is a plus • Mandrin and English proficiency is a must
工作职责
-Provide professional support and assistance to leadership team for performance and development conversations through workshop and classroom setting -Work with business partners in identifying performance issues, drafting and executing learning strategy, delivering courses in a professional and “Apple” manner -Accountable for work identified in ADDIE model to provide Apple and third party product and service aspect of learning solution for the Retail Contact Center with creative thinking and methodology -Build an association of trust with contact centre management and to update training progress, understand business challenges and performance gaps of teams and individuals -Engage closely with coaches to ensure lessons learned are implemented, and that training needs identified by the coaches are documented and solutions put in place -Collaborate with regional and worldwide learning team members in content development, content maintenance, and developmental projects -Continue to maintain and update extensive knowledge of line of business, and of products and services of Apple brand and third parties, participate in project updates, and facilitate train the trainer sessions to vendor partner -Utilize learning management systems for registration, administration, delivery and evaluation of training -Prepare training facilities, including rooms, equipment and supplies Ensuring the success of training through analysis, reporting and feedback -Support vendors in learning solutions, including training needs identified through change management and business updates -Support Discovery Center as part of learning solution, its hardware and software logistics, including but not limited to content curation and cross-functional group collaboration
1.Team Building and Management: Responsible for building international chain teams for new country food delivery markets from scratch and managing daily operations. Able to quickly enhance the team's business capabilities and achieve team goals. 2.City Operations and Management: Oversee operations in multiple cities, using scientific analysis methods to collect information, formulate and implement operational strategies, and be accountable for city performance. Continuously improve new signings and operational plans. 3.Comprehensive Perspective: Possess an end-to-end perspective, quickly identifying core frontline issues (BD pain points, merchant pain points, user pain points), providing timely feedback and communicating with headquarters, integrating resources, and expanding business at low cost. 4.International Team Management: Capable of managing teams with diverse cultural backgrounds, establishing scientific talent development mechanisms at all levels, and cultivating international business talent. 5.Experience Summary and SOP Development: Organize work experience, extract methodologies, develop standard operating procedures (SOPs), and build end-to-end processes for overseas business. 6.Ensuring Results: Utilize project management to develop detailed execution plans and supervision mechanisms, strictly control each stage, use data-driven and scientific analysis methods for dynamic adjustments, and ensure expected outcomes are achieved.
We are looking for a dedicated and experienced Last Mile Trainer to join our logistics team. The role involves training delivery riders on last mile delivery operations, company policies, safety procedures, and customer service excellence to ensure efficient and high-quality deliveries.
1. Communicate/discover training needs& develop the training schedule according by data analysis/survey ect. 2. Conduct effective business and operations induction and orientation sessions 3. Maintain the training record and materials, optimizing training materials based on data and research 4. Keep the close cooperation with global customer service teams to continuously output qualified employees in line with the job requirements for the team 5. Track and compile collected performance data, follow up and evaluate trainee’s performance 6. Conduct training satisfaction surveys and get feedback from the trainees 7. Follow the Training & Coaching SOP and provide the valuable feedback 8. Consultation with other trainers, line manager, and leadership; deal with all kinds of work from Training Manager/Supervisor
Provide training and coaching for new hires, including business knowledge and procedure, call/email/chat handling process, platform features, soft skills training and organization culture Provide refresh and upskill training for tenure advisor, including business and procedure update, soft skills and communication skills training Manage and track training quality and effectiveness Follow training related SOPs, hand in training and coaching documentations in time to manage and report training progress Training courses development such as new product/new system, soft skills training materials Communicate/discover training needs, develop the training schedule Class management and keep close cooperation with service teams to continuously output qualified employees in line with the job requirements for the team Conduct training satisfaction surveys, get feedback from the trainees and analyze improvements and opportunities Ability to work as part of a team or individually, with initiative Complete other tasks and other training projects assigned by training supervisor