At arenaflex, our mission is to be the most customer-centric company on earth, and we're looking for exceptionally talented, bright, and driven individuals to join our team. As a Learning Specialist (Japanese) in our Amazon Business Customer Service training experience team, you'll play a crucial role in boosting the competencies of our customer service associates by developing and conducting effective training programs. Your expertise in Japanese language and culture will help enhance the employee's workplace performance in conjunction with our core values to meet our organization's goals.
**Job Scope:**
As a Learning Specialist (Japanese), you'll be responsible for:
* Being an expert communicator (written and verbal) in Japanese (JLPT N1) and English
* Delivering Amazon orientation and new hire training to all job levels (virtually or in person, as the business requires)
* Meeting/exceeding performance expectations with regards to new hire training (e.g., Training Yield, customer experience, and AHT performance)
* Designing and delivering continuous learning sessions for existing employees to meet/exceed improvement goals
* Proactively analyzing performance data to identify gaps, proposing, and delivering training interventions to meet/exceed improvement goals
* Gathering training needs (via performance data analysis, voice of business, and voice of associates sessions), designing, and delivering training interventions to address these needs
* Maintaining and reporting data (e.g., trainee attendance, performance, and analysis) timely and accurately
* Participating in call listening sessions and quality calibrations to stay up-to-date with updates and developments
* Taking customer contacts every month to stay informed about the latest process updates and changes
* Leading and/or being a team member on improvement projects aimed at enhancing business performance
**Key Job Responsibilities:**
* Coordinate training sessions based on site needs
* Conduct daily sessions with trainees
* Track and provide weekly debriefs and reporting to the ABCS Leadership Team
* Document feedback and audit results to help the Leadership Team identify strengths and areas of opportunity
* Contribute to additional training projects as required
* Understand workflow and daily production goals
* Solve problems, reacting quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
* Maintain a positive attitude and presence on the floor
* Facilitate and present to groups of up to 30 people in a class
* Act as an effective people manager during mentored production periods during training
**Requirements:**
* 2+ years of experience in training delivery roles or similar experience
* Expertise in Japanese language (JLPT N1 Certified) and English language
* Flexible to work within a 24/7 x 365 days global team across a variety of time zones
* Good communication skills for the purpose of knowledge transfer and skill development
* Good coordination and organization skills
* Extensive expertise in cultural and soft skills relevant to a contact center environment
* Competent user level of Microsoft Office tools (Word, Excel, and PowerPoint)
* Experience in Customer Service or customer service-related work experience
* Training experience specific to a contact center environment
* Bachelor's degree or significant college coursework in communication, education, or a related field
* Experience working with Learning Management Systems (LMS)
**What We Offer:**
* Competitive base pay ranging from $51,100/year in our lowest geographic market up to $91,400/year in our highest geographic market
* Total compensation package, including equity, sign-on payments, and other forms of compensation
* Full range of medical, financial, and/or other benefits
* Opportunity to work with a diverse and inclusive team
* Collaborative and dynamic work environment
* Professional growth and development opportunities
* Recognition and rewards for outstanding performance
**About arenaflex:**
arenaflex is committed to a diverse and inclusive workplace. We're an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We're proud to be a total compensation company, offering a comprehensive benefits package that includes medical, financial, and other benefits.
**How to Apply:**
If you're a motivated and experienced Learning Specialist (Japanese) looking for a new challenge, we encourage you to apply for this exciting opportunity. Please visit our career site to submit your application. We can't wait to hear from you!