« Job Descriptions

Customer Service Trainer

The Customer Service Trainer is tasked with teaching representatives the skills they need to handle even the most heated conflicts. He/She is responsible for the professional development of the customer service staff to include new and existing staff.

Key Responsibilities

  • Devises and schedules customer service curriculum for all representatives
  • Develops educational material and organizing training sessions for new hires
  • Assists training manager and resolves all training requirements for various customer operations.
  • Facilitates in providing training sessions, develops appropriate objectives and ensures achievement for the same.
  • Modifies lessons for new campaigns or events
  • Maps out training plans, design and develop training programs.
  • Conducts organization wide needs assessment and identifies skills or knowledge gaps that need to be addressed.
  • Identifies and addresses problematic customer service trends
  • Ensures optimal levels of customer satisfaction and compiles all feedback to analyze work of employees.
  • Designs and implements programs to improve performance and enhance the overall service to the customers in a manner that meets/exceeds the mission statement and performance expectations

Job Requirements/Qualifications:

  • Bachelor’s degree in Education, Human Resources or relevant field
  • Proven work experience as a Customer Service Trainer or similar role for more than 3 years
  • Proficiency using Microsoft programs (Word, Excel, PowerPoint)
  • Knowledge of Learning Management Software (LMS)
  • Excellent public speaking skills
  • Coaching or teaching certification
  • Familiarity with interactive learning activities

Skills needed for this role

The Customer Service must be flexible enough to modify their curriculum to address specific needs. He/She should be enthusiastic, customer-focused that seeks innovative solutions and is passionate about delivering exceptional results. He/She must have a passion for teaching people skills that are directly relevant to their professional success.

Career Level

1-4 Years Experienced Employee

Job Specializations

Training and Development