Customer Service Trainer

About the company:

Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society, promoting financial inclusion and literacy. Founded in 2022 by a team of visionaries, we have the expertise and resources to build best-in-class consumer-centric fintech products.

Backed by Breeze Ventures, a global fintech company based in Singapore, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Jungle Lending, Inc., both registered with the Philippine SEC. As we continue to expand, our team members will have the opportunity to contribute their expertise and talents to a promising international company. Join us on our journey to build a sustainable business and make a difference in the lives of millions of customers.

We are seeking a passionate and experienced Customer Care Trainer to join our dynamic Customer Care (CC) department. The ideal candidate will be responsible for leading training initiatives that enhance the skills and performance of both new and existing customer care representatives. This role involves developing, delivering, and continuously improving training programs that support CC team members in providing exceptional service to our customers. The trainer will also be responsible for the ongoing development of the CC team's knowledge base, performance metrics, and operational processes. 

Job description:

• Training & Development:

• Design, develop, and deliver engaging training programs for new hires and existing customer care employees to improve their knowledge, skills, and performance.

• Onboard new customer care agents with comprehensive product, system, and process training.
• Conduct regular training sessions to keep the team updated on product changes, process improvements, and customer service best practices.
• Evaluate employee progress and provide one-on-one coaching to ensure ongoing development.

• Training Materials & Content Creation:

• Develop clear, effective, and up-to-date training materials, manuals, e-learning modules, and assessments that align with the company's goals and standards. Collaborate with team leads to create content that is relevant, impactful, and tailored to the needs of the customer care team.

• Maintain and update training documentation to reflect changes in processes, policies, or tools.

• 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.

• Identify knowledge or skill gaps within the team and propose targeted training interventions.
• Design and implement tailored training programs based on individual or team-specific needs.

• Performance & Process Improvement:

• Work closely with the leadership team to track performance metrics and identify opportunities for continuous improvement.

• Provide feedback and recommendations to leadership on process or performance improvements based on insights gained from training outcomes.
• Drive engagement and motivation by creating an interactive and rewarding learning experience.

• Training Evaluation & Feedback:

• Develop and administer post-training assessments to measure knowledge retention and the effectiveness of training.

• Collect feedback and adjust training programs to enhance effectiveness and engagement.

• Collaboration with Other Departments:

• Partner with various departments to ensure that training initiatives are aligned with company-wide goals and objectives.

• Stay up-to-date with industry trends, company products, and customer care technologies to ensure training programs are current and impactful.

Key Qualifications & Skills:

• 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 understanding of customer service principles and operational processes within a customer care environment.
• Proficient in training tools and platforms (e.g., LMS, webinars, e-learning tools).
• Experience with developing assessments, quizzes, and other learning materials
• Fluent in both English and Filipino with excellent verbal and written communication skills.
• Strong presentation skills with the ability to engage, motivate, and interact with a wide range of employees.
• Strong analytical mindset with the ability to interpret data and identify trends, gaps, and areas for improvement.
• Ability to develop actionable insights from performance metrics and training feedback.
• Demonstrated ability to manage multiple training projects simultaneously.
• Ability to work under pressure, meet deadlines, and adjust priorities as needed.
• Excellent organizational skills and attention to detail.
• Experience in training customer care teams on social media and digital communication platforms.
• Knowledge of how to handle customer inquiries, complaints, and interactions on various social media channels.
• Experience in designing and developing courses or learning programs using Learning Management Systems (LMS).
• Familiarity with instructional design principles and adult learning theories.