Sr. Executive, Trainer (Customer Service)

Job Description

Title: Sr. Executive, Trainer (Customer Service)

Company Name: vivo Bangladesh (Head Office)

Vacancy: 01

Age: Na

Job Location: Dhaka

Salary: Tk. 35000 - 40000 (Monthly)

Experience: --

Published: 2026-02-05

Application Deadline: 2026-03-07

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

Job Qualifications

1. Educational Background: Bachelor's degree or above, major is not limited.

2. Language Requirements: Excellent English listening, speaking, reading and writing skills; proficiency in Chinese is preferred.

3. Industry Experience: At least 1 year of relevant work experience in the contact center industry; those familiar with contact center business processes, knowledge management or customer service are preferred.

4. Competency Requirements: Good writing skills and language expression ability, able to accurately complete knowledge translation, conversion and training explanation work; strong logical sorting ability, good at knowledge system construction and operation and maintenance; good problem-solving ability and communication and coordination ability, able to efficiently provide technical support and knowledge answers.

5. Other Requirements: Consciousness of active learning, able to quickly adapt to business changes; serious and responsible work attitude, careful and rigorous, strong sense of responsibility and team spirit; those familiar with knowledge base management systems and intelligent robot operation and maintenance related tools are preferred.

1. Training Management Work

• 1.1 Regularly plan and carry out contact center business-related training, covering new employee onboarding training, on-the-job employee business skill improvement training, typical service cases, new knowledge points, etc., to ensure that the training content meets the actual business needs and helps improve the team's business capabilities.

• 1.2 Responsible for identifying employees with poor performance in the team, formulating targeted PIP (Performance Improvement Plan), organizing special improvement training, and tracking the improvement effect.

• 1.3 Combine the problems found in the business process and new knowledge points to formulate precise team learning tasks, organize learning and examinations, and output learning status reports.

2. Knowledge Management Work

• 2.1 Responsible for the daily operation and maintenance of the contact center knowledge base, including sorting out, classifying, updating, and archiving knowledge content, to ensure the accuracy, completeness, and timeliness of the knowledge base content.

• 2.2 Carry out knowledge translation work, accurately translate relevant business knowledge into the target language, and at the same time, combine local business scenarios and communication habits to convert the knowledge content into easy-to-understand language that conforms to local interaction logic, so as to improve the usability of knowledge.

• 2.3 Pay close attention to business feedback, take the initiative to communicate with team members, timely extract team knowledge needs, create knowledge points suitable for local site use, and complete the upload and release work.

3. Chatbot Management Work

• 3.1 Responsible for the operation and maintenance of knowledge related to intelligent robots, including updating, supplementing, and optimizing knowledge points, to ensure that the robot knowledge base is synchronized with the business.

• 3.2 Complete the upload and verification of knowledge points on time to ensure that the robot can accurately obtain effective knowledge.

• 3.3 Responsible for the core operation indicators of intelligent robots, including problem-solving rate, user satisfaction, etc., and continuously improve the service efficiency of robots by optimizing the knowledge system.

4. Technical Support Work

• 4.1 Undertake daily technical support work for the team, assisting team members in solving technical problems related to business systems, knowledge application, etc. encountered in work.

• 4.2 Responsible for internal knowledge answering work for the team, providing professional and accurate answers to business knowledge questions raised by team members, and helping to improve team knowledge sharing and capabilities.