We are looking for a Customer Service Trainer to educate our support, sales and customer service teams by conducting regular and interactive training.
Customer Service Trainer responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for staff members. If you’re familiar with teaching soft skills like negotiation and problem-solving, we’d like to meet you.
Ultimately, you will make sure our customer service representatives develop their skills and successfully address clients’ needs.
Responsibilities
Develop digital and print educational material (e.g. videos and manuals)
Organize classroom-style trainings about product features and sales techniques
Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
Identify individual and team skills gaps
Schedule regular training sessions
Ensure new hires take on basic sales training courses, including communication and troubleshooting skills
Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
Coordinate mentorship programs for new customer service representatives
Assess the impact of each educational course on staff performance and client satisfaction
Maintain updated records of training curricula and material
Requirements and skills
Bachelor’s degree in Education or relevant field.
Proven 3 years of experience as a Customer Service Trainer or a Sales Trainer.
A Certified Technical Trainer (CTT) will be preferred.
Familiarity with Learning Management System (LMS) software like Talent MS or Docebo.
Good understanding of cybersecurity principles.
Instructional proficiency with sound communication skills.
Excellent knowledge of modern instructional methods and tools.
Exceptional time management skills and a critical thinker.
Exceptional rapport-building with clients.
Good listening skills.
Ability to work independently as well as in a team if required.
Exceptional ability to give attention to all the trainees.
