Customer Service Trainer job description

Job brief

We are seeking and knowledgeable, professional, and personable Customer Service Trainer to join our team! The ideal fit for the role will have a strong customer service background with knowledge of various techniques to implement effective training for our team. The key focus of the position is to work with new and existing team members to train them on the fundamentals of good customer service, ensuring excellent service levels are maintained.

Responsibilities

• Review current customer service processes and collaborate with senior management to decide how existing processes could be improved.
• Work with new hires to train them on the company's customer service procedures and policies.
• Implement new training techniques and apply learning structures to training sessions to maximize the benefit of training sessions for new and existing employees.
• Work with management to discuss and implement various training methods and matrixes.
• Keep a record of who has completed training and when.
• Organize and conduct refreshment training when needed.
• Train all employees on new procedures relating to customer service.
• Strive to improve the companies’ level of customer service in line with service delivery agreements and KPIs.
• Liaise with external training providers where required.

Requirements

• High School Diploma or above
• Minimum of 3 years previous experience as a customer service training delivery specialist or similar role
• Minimum of 5 years of customer service industry experience
• Strong communication skills, both written and verbal
• Good interpersonal skills with the ability to build strong relationships
• Good listening skills, with high levels of attention to detail
• Strong working knowledge of Microsoft office platforms
• Ability to multi-task and prioritize own workload
• Able to understand and work in line with SLA’s and KPIs