Training and Content Specialist - Webjet 12 months Fixed Term

Who are Webjet

Webjet OTA we believe in the power of being customer obsessed. It means going above and beyond to understand and anticipate the needs of our valued customers. We strive to create effortless experiences that leave a lasting impression.

From the moment you reach out to us we provide you with exceptional service that is personalized and tailored to your unique requirements. Our team of passionate travel experts is committed to making your journey smooth and stressfree ensuring every interaction leaves you feeling valued and cared for. We are relentless in our pursuit of delivering effortless experiences using innovative technology and industry expertise to simplify every step of your travel process.

At Webjet OTA being customer obsessed is more than just a philosophy—its at the heart of everything we do because we believe that exceptional service is the cornerstone of a memorable travel experience.

Webjet Values:

Our success and growth have been made possible by our culture embodied in our people which is underpinned by five key values Respect Integrity Delivering Value Agility & Hunger to Win.

Position Purpose & Overview:

Join Webjet as a Training and Content Specialist in our Manila office for a fixedterm 12month role.

With a high likelihood for it to be made permanent thereafter.

This position is crucial for the establishment and development of a new customer service team from the ground up. The ideal candidate will be responsible for crafting and delivering highquality training programs with a focus on correct processes effective resolution and a deep understanding of GDS systems. The Training and Content Specialist will play a vital role in setting the foundation for this new team in the dynamic online travel industry.

Key Responsibilities:

• Team Development:
• Develop Training Material:
  • Create revise and maintain training modules aligning with Webjets standards and industry best practices.
  • Keep training content uptodate with the latest information.
• Deliver Training Programs:
  • Facilitate engaging training sessions suitable for a diverse team utilizing both online and inperson teaching methods.
  • Employ a variety of training techniques to cater to different learning preferences.
• Evaluate Training Effectiveness:
  • Assess the impact of training initiatives on team performance and customer satisfaction.
  • Continuously improve training content and methods based on feedback and performance analysis.
• Content Creation and Management:
  • Develop and manage a library of training materials FAQs and bestpractice guidelines.
  • Produce internal communications to keep the team informed and engaged.
• Collaboration and Support:
  • Work closely with other departments to identify training needs and develop customized programs for the new team.
  • Provide continuous support and coaching to enhance team capabilities and performance.

• Support the foundational development of a new customer service team in Manila.
• Design training programs tailored to the formation and growth of the new team.
• Support other Training initiatives for existing teams as needed

Qualifications and Experience:

• Bachelors degree in Education Communication Business or related field (or equivalent work experience).
• Proven experience in training and content development preferably in the customer service domain in the travel industry.
• Experience with Global Distribution Systems (GDS) such as Amadeus Sabre or Galileo
• Strong communication and presentation skills with the ability to effectively convey information to diverse audiences.
• Proficiency in elearning platforms content management systems and Microsoft Office Suite.
• Ability to lead initiatives and work as part of a team.
• Excellent project management skills with the ability to prioritize tasks manage timelines and meet deadlines.
• Analytical mindset and attention to detail with the ability to analyze data evaluate training effectiveness and make datadriven recommendations.

Measures of Success:

• Training Impact on Performance Metrics such as CSAT FCR and AHT
• Agent Knowledge Acquisition Application and Retention; Competency Improvement
• Training program feedback; Learner Engagement and Satisfaction
• Training Completion Rates & Outcome Achievement
• Content Update Frequency
• Content Usage Engagement and Feedback on Quality
• Adhere to Webjet Code of Conduct and all company policies.
• Take reasonable care to ensure a safe work environment for yourself and others.
• Follow reasonable direction by management and leadership
• Demonstrate Webjet values.

Expected Behaviours:

• Adhere to Webjet Code of Conduct and all company policies.
• Take reasonable care to ensure a safe work environment for yourself and others.
• Follow reasonable direction by management and leadership
• Demonstrate Webjet values.