Transcosmos Malaysia Hiring! Full Time Customer Service trainer (Immediate Intake - 6mos Contract) in Federal Territory, Earn up to MYR 5,300 - Ricebowl

A. Position Overview

The Trainer is responsible for preparing new and existing Player Support Specialists with the game knowledge, customer-handling skills, systems knowledge and operational competencies required to support players effectively.

The role will develop and deliver training programmes, assess learning progress, support new hires during nesting and work closely with Operations and Quality to address knowledge and performance gaps.

B. Key Responsibilities

· Deliver new-hire training covering game knowledge, player support processes, communication skills, systems and relevant policies.

· Train participants on gameplay features, account-related enquiries, in-game purchases, game events, common technical issues and escalation procedures.

· Use practical exercises, case studies, simulations and role plays to prepare participants for actual player interactions.

· Develop and maintain training materials, facilitator guides, assessments, job aids and knowledge resources.

· Update training content based on game updates, new features, events, known issues and changes to operating procedures.

· Conduct knowledge checks, practical assessments and final evaluations to measure training effectiveness and learner readiness.

· Maintain accurate training attendance, assessment results and participant performance records.

· Provide timely feedback, coaching and additional support to participants who require improvement.

· Prepare training completion reports and provide clear recommendations on participant readiness for live operations.

· Support new hires during nesting and monitor their transition from training to live player support.

· Conduct training needs analysis based on quality findings, player feedback, operational performance and process changes.

· Develop and deliver refresher, remedial and targeted training programmes.

· Work closely with Team Leaders and Quality Analysts to address recurring knowledge, communication and process gaps.

· Evaluate the effectiveness of training programmes and recommend improvements based on performance results.

· Stay informed about mobile gaming trends and maintain a strong understanding of the supported game.

· Perform other responsibilities assigned according to operational requirements.

C. Qualifications

• Educational Background
• Diploma or Bachelor's Degree in any field. Candidates with SPM qualifications may also be considered if they have relevant customer service and training experience with a proven track record of delivering effective learning programmes.
• Experience:
• Minimum two years of customer service experience, preferably within the gaming, technology, e-commerce, contact centre or digital service industry.
• At least one year of experience as a Trainer, Learning and Development Specialist, Subject Matter Expert or similar role is preferred.
• Experience delivering classroom or virtual training, developing training materials and conducting learner assessments will be an added advantage.
• Experience supporting a mobile game operation or familiarity with Simulation & Strategy (SLG) games will be an advantage.
• Candidates without direct gaming-industry experience may also be considered if they are active mobile gamers with relevant training experience and a willingness to learn.
• Skills:

o Training Delivery: Able to deliver engaging and structured classroom, virtual and practical training sessions.

o Facilitation and Presentation: Confident in presenting information clearly and maintaining learner participation.

o Training Development: Able to prepare training materials, assessments, activities and practical learning resources.

o Communication: Strong verbal and written communication skills, with the ability to explain game features and technical information in a simple and understandable manner.

o Gaming Knowledge: Good understanding of mobile gaming concepts, particularly survival strategy games, including player progression, alliances, resources, in-game events and purchases.

o Assessment and Coaching: Able to evaluate participant performance, provide constructive feedback and support individual learning needs.

o Learning Needs Analysis: Able to identify knowledge and skill gaps using quality results, operational data and stakeholder feedback.

o Organisation and Planning: Able to manage training schedules, materials, assessment records and multiple learning priorities.

o Collaboration: Able to work closely with Operations, Quality and other relevant teams.

o Adaptability: Able to quickly learn and communicate new game features, updates and process changes.

o Shift Flexibility: Willing to work rotational or night shifts if the operation expands to night-shift coverage after the initial three-month period.

D. Working Location

• Based at Sunway Visio Tower, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpur

Pay: RM4,000.00 - RM5,300.00 per month

Benefits:

• Dental insurance
• Opportunities for promotion
• Professional development

Work Location: In person