Customer Service Trainer

Customer Service Trainer responsibilities include:

• Developing and creating material for both soft skills and technical
• Delivering training sessions for customer service representatives
• Ensure individual development and tracking of each trainee
• Co-ordinate with other trainers to update and improve any process and material
• Conduct role-playing activities to develop interpersonal skills (e.g. call handling)
• Identify individual and team skills gaps
• Schedule regular training update and refresher sessions (e.g. monthly or quarterly)
• Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
• Assess the impact of each educational course on staff performance and client satisfaction
• Maintain updated records of training curricula and material