Customer Service Training Specialist

2 days ago

Quezon City, National Capital Region, Philippines beBeeTrainer Full time ₱800,000 - ₱1,200,000
Job Overview

Our organization seeks a highly skilled Contact Center Trainer to lead the development and delivery of engaging training programs.

The successful candidate will be responsible for creating and implementing on-premises and virtual training sessions, developing curriculum content, and coaching trainees to achieve exceptional levels of individual performance and customer satisfaction.

This role requires strong communication and presentation skills, as well as the ability to work effectively in a fast-paced environment with frequent interruptions and changing priorities.

Responsibilities include:

  • Designing and delivering comprehensive training programs that meet the needs of our customer service agents.
  • Ensuring knowledge checks are in place to guarantee preparedness for handling customer phone interactions.
  • Providing ongoing training of new and updated information, products, and processes.
  • Creating a positive and engaging virtual learning environment.
  • Developing team skills in areas of customer service and communication.
  • Coaching and mentoring team members to achieve learning objectives.
  • Assembling and distributing course materials and teaching aids.
  • Tracking completion of training and all testing results by employee.
Requirements

The ideal candidate will possess:

  • 1-2 years of experience in adult learning training, 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.
Preferred Qualifications

Candidates with the following qualifications will be considered:

  • 2-4 years of experience in training or coaching within a contact center or customer service environment.
  • 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.
What We Offer

Our organization provides:

  • Competitive compensation package.
  • Opportunities for career growth and professional development.
  • A dynamic and supportive work environment.

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