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Customer Service Training Specialist
1 week ago
Skyro is a fast-growing fintech company based in the Philippines. Our mission is to transform the financial services landscape by offering fair and accessible digital financial products. We provide user-friendly lending solutions and superior customer service to promote financial inclusion and literacy.
Job DescriptionWe are seeking an experienced Customer Care Trainer to lead our dynamic Customer Care department. The ideal candidate will be responsible for developing, delivering, and improving training programs that enhance the skills and performance of customer care representatives.
- Design and Deliver Engaging Training Programs: Develop and deliver comprehensive training programs for new hires and existing customer care employees to improve their knowledge, skills, and performance.
Key Responsibilities
- Training Needs Analysis: Continuously assess the learning needs of the customer care team by analyzing performance data, conducting surveys, and gathering feedback from agents and managers.
- Knowledge and Skill Gap Identification: Identify knowledge or skill gaps within the team and propose targeted training interventions.
- Collaboration with Other Departments: Partner with various departments to ensure that training initiatives are aligned with company-wide goals and objectives.
Requirements
- At Least 2 Years of Experience: In a customer care training role, with a strong focus on developing and delivering training programs.
- Bachelor's Degree: In a related field (e.g., Communications, Business, Human Resources, or Education) preferred.
- Strong Analytical Mindset: Ability to interpret data and identify trends, gaps, and areas for improvement.
