Customer Service Trainer

Customer Service Trainer

(Candidates from Local Areas are strictly preferred)

The Customer Service Trainer is responsible for designing, delivering, and evaluating training programs that enhance customer service skills, communication, and performance. The role focuses on improving service quality, customer satisfaction, and adherence to company standards.

• Design and conduct customer service training programs for new hires and existing employees
• Deliver classroom, virtual, and on-the-job training sessions
• Develop training materials such as presentations, manuals, role-plays, and assessments
• Train employees on communication skills, customer handling, product knowledge, and service etiquette
• Monitor trainee performance and provide coaching, feedback, and support
• Evaluate training effectiveness through assessments, observations, and performance metrics
• Identify skill gaps and recommend improvement plans
• Collaborate with operations and quality teams to align training with business goals
• Maintain training records and prepare reports on training progress and outcomes

• Strong communication and presentation skills
• Excellent interpersonal and coaching abilities
• Sound knowledge of customer service principles and best practices
• Ability to engage and motivate diverse groups
• Good problem-solving and analytical skills
• Proficiency in MS Office and learning tools

• Bachelor’s degree in any discipline (preferred)
• Certification in training, customer service, or related fields is an advantage

• 2–5 years of experience in customer service, training, or a related role
• Experience in BPO, call center, or service-oriented environments preferred

• Office/training centre-based
• May require flexible working hours based on training schedules