Sign Language & Inclusive Service Specialist

About the role

The Sign Language & Inclusive Service Specialist delivers sign language and disability service handling training to Contact Center and Retail frontline staff. The role ensures customers with disabilities are served with dignity and without barriers, maintains inclusive service guidelines and supports the inclusive leadership for disability program, working with Contact Center and Retail Operations, Quality Assurance and inclusive service partners.

Key responsibilities

• Deliver sign language training to Contact Center and Retail frontline staff.
• Deliver disability service handling training for customers who are deaf or hard of hearing, visually impaired or have mobility needs.
• Develop and maintain inclusive service guidelines, job aids and training materials.
• Support the Service Skill & Inclusive Training Lead on the inclusive leadership for disability program.
• Support frontline teams on sign language service interactions when required.
• Conduct assessments and certification of sign language and inclusive service skills.
• Collect feedback from customers with disabilities and QA findings to recommend service and training improvements.
• Maintain training records and report training completion and assessment results.

Required profile

• Bachelor's degree in Education, Social Work, Communications or a related field.
• Certified in Cambodian Sign Language and fluent in it.
• At least 3 years of experience in sign language training, interpretation or disability inclusion.
• Experience in Contact Center or Retail service is a plus.
• Strong knowledge of disability inclusion and accessible service practices.
• Proficient in English and Khmer, spoken and written.

Required skills

• Microsoft Office (Word, Excel, PowerPoint).
• High attention to detail and strong organisational ability.
• Ability to manage multiple priorities and meet deadlines.