Customer Service Trainer

24 hours ago

Quezon City, National Capital Region, Philippines beBeeTrainer Full time ₱900,000 - ₱1,200,000
Job Overview

We are seeking a skilled Trainer to facilitate on-premises and virtual training sessions, develop content and curriculum, and educate trainees in customer service skills.

As the Trainer, your primary goal will be to ensure that our customer service agents develop the necessary skills to deliver exceptional levels of individual performance and customer satisfaction.


Key Responsibilities
  • Prepare and provide on-premise and/or virtual training for new hires.
  • Ensure that knowledge checks are in place to guarantee preparedness for handling customer phone interactions.
  • Provide ongoing training of new and updated information, products, and processes.
  • Create a positive and engaging virtual learning environment.
  • Develop team skills in areas of customer service and communication.
  • Ensure that all team members receive appropriate motivation, direction, coaching, and feedback to achieve the learning objectives.
  • Assemble and distribute course materials and teaching aids.
  • Track completion of training and all testing results by employee.
  • Provide feedback to management regarding individual attendance and progress during training and nesting.
  • Coordinate with training management to identify new training needs and recommend additional learning material as appropriate.
  • Assist with ongoing training needs.
  • Provide production floor support during nesting.

Qualifications

Required Qualifications:

  • 1-2 years of adult learning training experience, preferably in a call center environment.
  • Excellent communication and presentation skills.
  • Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies, and industry best practice.
  • Ability to work in a challenging environment with frequent interruptions, changing priorities, and deadlines.
  • Ability to train on repetitive material while maintaining focus and enthusiasm.
  • Familiarity with interactive learning techniques.
  • Experience with Learning Management Software (LMS) preferred.
  • Excellent organizational skills, detail-oriented.
  • Proficiency in all Microsoft Office programs.
  • Ability to work independently and finish tasks with minimal supervision.

Preferred Qualifications:

  • 2-4 years of experience in training or coaching within a contact center or customer service environment.
  • Familiarity with the industry can be beneficial for understanding specific customer needs.
  • Proficiency with training platforms or Learning Management Systems (LMS) like Moodle or Talent LMS.
  • Ability to convey information clearly, both in writing and verbally.
  • Comfort in leading group sessions, webinars, or one-on-one coaching.
  • Curriculum Development: Experience creating training materials, guides, or modules based on team needs and performance data.
  • Coaching and Mentoring: Ability to assess and improve agent performance through coaching.
  • Knowledge of Contact Center Operations: Familiarity with key metrics (e.g., AHT, FCR) and how they influence training strategies.

Benefits

As an UnifyCX employee, you will enjoy a range of benefits, including:

  • Day 1 HMO
  • Day 1 Life Insurance

Why Work with Us

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. We offer a dynamic work environment where you can grow professionally and make a real impact in the lives of our clients.

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