About Setel:
The Future of Mobility
Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists’ journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.
Role Purpose:
Facilitate onboarding training programs and product knowledge refresher training for customer/merchant support agents, Setel's existing and/or prospective merchants, including new product launches and process change awareness for internal and external stakeholders on merchant-related subjects, with the objectives of driving operational efficiency, customer/merchant satisfaction, and other organizational goals.
In This Role You Will:
- Conduct training using a blended learning approach, incorporating e-learning, in-person workshops, and virtual classrooms, to accommodate diverse learning styles and maximize training effectiveness for both Setel’s internal and external stakeholders.
- Develop training materials, including a presentation deck, curriculum roadmap, process handling guides and training assessment questions, with the latest information as onboarding readiness for B2B/B2C agents and Setel's external stakeholders.
- Assess new hires' competency (soft skills, product knowledge,internal systems navigation) through on-the-job assessments during classroom training to ensure readiness for Customer and Merchant Support operations.
- Collaborate closely with subject matter experts and campaign owners both within and outside of Setel that involves identifying and documenting the specific training requirements and essential learning resources necessary for the Customer and Merchant Support team to effectively carry out their roles and responsibilities.
- Analyze training feedback and recommend training programs for Customer and Merchant supports that address areas for improvement, adjust training strategies and content to enhance overall program effectiveness.
- Actively manage the knowledge base by adding new information, editing existing entries, and removing outdated content to ensure it remains a reliable and valuable resource. Regular maintenance will guarantee that the knowledge base remains current, comprehensive, and aligned with the Setel's goals and user needs.
- Participate in briefings concerning Setel's new campaign launch, POS terminal deployment training requests, compile and disseminate the information to all relevant touchpoint agents as operation readiness.
- Prepare periodic comprehensive reports that summarize training completion rates, assessment outcomes, and survey results, highlighting key trends and insights with actionable recommendations to optimize learning outcomes.
- Participate in service improvement initiatives, contributing innovative ideas and solutions to enhance overall performance and ensure the department achieves its established goals and objectives.
- Manage Work Process Manual (WPM) documents and Knowledge Base articles to ensure latest information is updated for reference by updating in CRM and/or WPM documents accordingly.
- Stay updated on industry trends, advancements, and best practices to ensure training content remains current and relevant.
General Responsibilities:
- All employees are required to ensure adherence to the compliance of company policies, industry regulations and legal requirements.
You're A Great Fit If You Have:
- At least 3-5 years of experience in customer/merchant support related to financial service / e-commerce / mobility industry with 2 years or more experience as learning instructor.
- Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in Business Management / TESL or equivalent.
- Ability to handle sensitive information with confidentiality.
- Excellent communication and interpersonal skills.
What Makes Working With Us Awesome
- Our people and culture- You will get to work with awesome and friendly colleagues to whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer-learning.
- Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.
- Development focused- Your learning and growth matters most for us. We are people centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.
Cool Perks/Benefits
- Hybrid working arrangement; Flexible working hours
- Relax and unwind at the leisure area with video games, board games, books, and more.
- Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style).
- Coffee, tea, or snacks are available for consumption at the pantry. Because you’ll be happier with a full tummy.
- A healthy body leads to a brilliant mind. Let’s get moving with the inter-company sports team.
- There will be workshops, talent shows, sport activities, and other events for sharing and bonding.
Personal Data Protection
Setel Ventures Sdn Bhd (“Setel”, “we”, “our” “us”) is committed to protecting and respecting your privacy. This Setel privacy statement (“Privacy Statement”) explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.
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