Service Excellence Trainer/Facilitator

About Quanterra Institute

Quanterra Institute is a premier education and training institution in Singapore, dedicated to advancing expertise in service excellence and customer experience management. We provide industry-relevant training that equips professionals with customer engagement techniques, service quality strategies, and professionalism skills to enhance customer satisfaction and brand loyalty. Our curriculum is designed to help individuals and businesses build a culture of service excellence and exceed customer expectations.

Job Description

We are seeking dynamic and experienced trainers, facilitators, and course developers to join our team. This role involves designing, developing, and delivering service excellence courses that are practical, industry-focused, and aligned with modern service standards. The successful candidate will be the lead trainer for the courses they develop and will be given priority to train across all course runs.

Key Responsibilities

• Develop and update course materials for service excellence topics.
• Facilitate and conduct training sessions both on-site at Tanjong Pagar and online through e-learning platforms.
• Engage with students to ensure a conducive and interactive learning environment.
• Monitor and evaluate the effectiveness of training programs and implement improvements as needed.
• Collaborate with the Quanterra team to enhance the overall training experience.

Course Topics Include (But Not Limited To):

• Principles of Service Excellence and Quality
• Customer-Centric Mindset and Service Culture
• Effective Communication and Active Listening in Service
• Service Recovery Strategies and Handling Complaints Professionally
• Emotional Intelligence and Managing Customer Expectations
• Personal Branding and Professional Etiquette in Service
• Digital Customer Experience and Omnichannel Service Delivery
• Going Beyond Expectations: Creating Memorable Customer Experiences
• Employee Engagement and Internal Service Excellence
• And many more within the service excellence and customer experience domain.

Remuneration

• Daily rate: $480 - $880, with revenue-sharing incentive bonuses based on performance.

Preferred Qualifications and SkillsGeneral Qualifications:

• Prior experience in training, facilitation, or education in service excellence, hospitality, or customer service.
• Excellent presentation, communication, and interpersonal skills.
• Passion for teaching and sharing knowledge with students.
• ACLP certification (Advanced Certificate in Learning and Performance) is advantageous but not required.

Specific Skills and Expertise:

• Strong expertise in service quality, customer experience management, and service recovery strategies.
• Proficiency in hospitality standards, customer satisfaction measurement, and client engagement techniques.
• Experience in luxury service, corporate service excellence, or service leadership roles.
• Industry-recognized certifications in service management or customer experience, such as Certified Customer Experience Professional (CCXP) or Service Excellence Certifications.
• Ability to design and develop structured, industry-relevant course materials.

Why Join Quanterra Institute?

• Competitive remuneration with performance-based incentives.
• Opportunity to be the lead trainer and shape the future of service excellence education.
• Collaborative environment with a focus on continuous learning and development.
• A chance to empower professionals and businesses with essential service excellence skills to enhance brand reputation and customer satisfaction.

How to Apply

If you are passionate about service excellence education and quality service delivery, we would love to hear from you.

Apply via learn@quanterra.institute
Subject: Application for [Job Title] / [Your Name]

Join us at Quanterra Institute and be part of our mission to train the next generation of service excellence professionals and leaders.

Job Type: Freelance

Pay: From $480.00 per day

Work Location: In person