Customer Service Trainer

    • Bangkok, Thailand


At Booking.com, we want to empower everyone to experience the world. Through our products, partners and people is how we do it. There's a whole planet of possibilities out there and we bring it all together, in one place. From the thrill of the first night in a new place to the friends made, journeys taken, sights seen and food sampled - we help make travel effortless.

This role exists to onboard new CS employee and to improve CS employee performance at a local level, through the delivery of training primarily to the Customer Service Guest and Partner roles as well as at times local operational management. This role will enable learning through effective training and facilitation techniques.

This role is responsible to work within the Learning and Quality Team for the Customer Service Department; reporting to the Learning and Quality Manager.

This role is responsible for implementing local, regional, and global Learning & Development programs and will provide feedback on individual or group performance during training to Team Leaders, employees and regional L&Q Department.

This role is ideal for a self- motivated, energetic and enthusiastic Training professional who is passionate about customer service with the ability to train and coach others. In addition to having the experience within Customer Service you are passionate about training and the development of others.

What you'll be doing:

  • Create a safe learning environment, engage learners, whether in-classroom, through virtual learning, or other social learning approaches, and apply adult learning techniques
  • Follow and implement the agenda and learning objectives of the global learning and development programs
  • Provide feedback on learning content to global learning and development
  • Responsible for creating and maintaining training sessions in the learning management system
  • Create clear and concise documents and communications to ensure a smooth handover from training into operations
  • Allocate time to read CS Weekly, Changes and new implementations
  • Build and maintain your relevant network
  • Stays up to date on training & facilitation techniques, trends, and innovations that could develop skill capability
  • Complete relevant pre-work and post work for the session and pro-actively apply learnings in the workplace
  • Adopt a growth mindset and open to self led, continuous learning experience. Seek feedback and have a development plan for your personal or professional growth
  • Action customer queries (phone / non-phone)
  • Eligible to work in Bangkok


What you'll bring:
  • Experience in another training role or a training qualification is desirable
  • Possess excellent written and spoken English and Thai language
  • Good understanding of the Customer Service business at Booking or similar environment and customer Service outcome oriented
  • Good understanding of the learning models and learning cycles (ADDIE, Agile Learning, Learner Centered, etc.)
  • Good understanding of adult learning principles and learning styles, ability to facilitate in an adult learning environment
  • Demonstrate an understanding of facilitation and questioning techniques
  • Can demonstrate a motivational attitude and constant energy when training
  • Excellent organizational and time management skillsAbility to facilitate and manage a live and virtual classroom environment, connect learners to a social learning environment, ensuring all participants have the opportunity to participate and disruptive behaviours are addressed
  • Able to work independently, as well as extremely team-focused;supports team and peer decisions
  • Able of working cooperatively with people of diverse backgrounds regardless of personal differences
  • Receptive to feedback, takes directions and is aware of development areas Can embrace change, able to show flexibility and adapting to the dynamic CS environment
  • Ability to self-motivate and own your own development with a growth mindset
  • Ability to use the Learning Management System for basic learning activities


In return, we'll provide
  • Annual leave entitlement
  • Quarterly bonus plan
  • Catered lunch
  • Booking.com discount
  • Health insurance
  • Continuous growth potential, and free and on demand professional training courses



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