Customer Service Trainer

Experience:

Required:

• At least 3+ years of experience in Product Training

Preferred:

• Experience in Customer Service and Technical Troubleshooting support for Financial and payment gateway platforms

Roles and Responsibilities

Role Description

• The trainer position is primarily responsible for facilitation of product and process training along with creating content relevant to the process. A person in this capacity is expected to take complete ownership of training batches, including batch governance and reporting while looking at ways to continually improve and increase the value of the program. The associate should be able to thoroughly understand the domain/product and be able to make valuable contributions to the improvement of SOPs and documents and provide me

Training-related Responsibilities

• Facilitate programs based on product and customer service training by utilizing the available content, presentations and visual aid to equip the trainees with relevant skills needed to perform the job effectively and efficiently.
• Plan and direct classroom training, electronic learning, multimedia programs, and other computer-aided instructional technologies, simulations and workshops
• Manage the training program in accordance with business needs, regulatory requirements, and Quality Management System
• Evaluate trainees for the duration of the training and existing team members by administering regular assessments and activities followed by a feedback process
• Create assessments/questions to evaluate technical skills of associates
• Recognize & Reward top performing trainees basis assessments, participation and behavior
• Check all logistical requirements before starting a program to ensure efficient implementation
• Undertake requisition and inventory of classroom equipment on a monthly basis to ensure safety and proper maintenance
• Prepare weekly training status reports on on-going training and highlight red flags or other important points requiring the lead's attention.
• Create session plans that cater to the needs of the delivery team/client

Training Need Identification & Content Creation

• Understand & analyze training needs and recommend/develop suitable solutions
• Conduct learning needs assessment based on trainee performance and behavior
• Design or customize training modules/training materials/presentation, manuals and visual aids based on TNA, Client, Quality team recommendations to ensure continued relevance of the programs

Policy Responsibilities

• Build strong understanding of the product and provide meaningful inputs/insights for product/policy enhancement
• Identify gaps in existing policy / tools and offer possible solutions to bridge these gaps
• Create policy snapshots to share with the larger team to help them understand policy better
• Identify trends based on issues escalated by the floor to help trainers with meaningful interventions
• Develop Standard Operating Procedures based on inputs from all teams including Quality Assurance to be implemented on the floor for employees' adherence and guidance

Other Responsibilities

• Participate in planning sessions and helps set plans and programs
• Have regular meetings with Operations, HR to ensure inter department coordination and communication.
• Participate in client calls regarding updates on new products and development
• Mentor new instructors on subject matter and course delivery techniques for assigned technical courses and meaningful solutions to bridge any existing gaps
• Proficient in using MS Office or Google Workspaces tools
• Applicants must be willing in Quezon City (C5)
• Applicants must be willing to work in any shift schedule including weekends, and holidays (if necessary

Graduate (must)
- Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Master's Degree, any field.