Key Responsibilities

1. Develop and update training materials (presentations, handouts, and e-learning modules) aligned with company policies and service goals.
2. Conduct in-person or virtual training sessions for new hires and existing staff.
3. Assess trainees’ performance through quizzes, role-plays, and practical evaluations, providing constructive feedback.
4. Collaborate with the customer service management team to identify training needs and measure program effectiveness.
5. Stay updated on industry best practices and incorporate relevant trends into training content.

Required Qualifications

• Education: Bachelor’s degree in Business, Communications, Human Resources, or a related field (or equivalent work experience).
• Experience: Minimum of 5 years’ experience in customer service, training, or a similar role. Experience in designing and delivering customer service training is preferred.
• Skills: Strong communication and presentation abilities; proficiency in training tools (e.g., PowerPoint, LMS platforms); knowledge of customer service frameworks and conflict resolution techniques.
• Personal Attributes: Patient, adaptable, organized, and able to connect with diverse teams.
• Certification: Certified facilitator is an added advantage.