SUMMARY:
Customer Service Trainer is responsible for equipping and enhancing the knowledge of employee to deliver exceptional customer experience. They will be responsible in designing training programs, assess team performance, and provide feedback to improve service quality. They also may analyze customer feedback and identify areas for improvement.

QUALIFICATIONS
1. College level or short course/vocational diploma or equivalent
2. At least 1-2 years relevant work experience in teaching or as facilitator
3. Experience in E-Commerce, Logistics, or BPO is a plus.
4. Excellent communication, presentation, facilitation and Intrapersonal skills
5. Good understanding of Learning Management System

KNOWLEDGE, SKILLS, & ABILITIES
1. Excellent written and verbal communication skills.
2. Excellent customer service and interpersonal skills
3. Ability to handle multiple projects simultaneously and work under pressure.
4. Knowledgeable in Microsoft Office and relevant software.
5. Strong background in Logistics Operations or E-Commerce.
6. Strong problem analysis and resolution skills
7. Ability to analyze data and evaluate the effectiveness of training programs
8. Strong organizational and time management skills, with the ability to
prioritize tasks and meet deadlines

DUTIES AND RESPONSIBILITIES

1. Designing and developing training materials, lesson plans, and assessments for new hires and existing employees
2. Conducting training sessions, providing instruction, and facilitating group activities and role-play
3. Analyzing customer feedback, identifying training needs, and refining training programs to meet evolving business need
4. Providing ongoing support and mentorship to customer service representatives
5. Working with other departments, such as HR and operations, to ensure effective training deliver

KEY ACCOUNTABILITIES:
1. Primary role involves designing and delivering training programs to enhance the customer service skills of individuals or teams within an organization.
2. Ability to design and develop engaging and effective training programs.