TEMPLATES

Customer Service Trainer

Customer Service Trainer responsibilities include:

  • Developing digital and print educational material (e.g. videos and manuals)
  • Organizing classroom-style seminars
  • Conducting role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)

Job brief

We are looking for a Customer Service Trainer to educate our support, sales and customer service teams by conducting seminars and interactive courses.

Customer Service Trainer responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for new hires. If you’re familiar with teaching soft skills like negotiation and problem-solving, we’d like to meet you.

Ultimately, you will make sure our customer service representatives develop their skills and successfully address clients’ needs.

Responsibilities

  • Develop digital and print educational material (e.g. videos and manuals)
  • Organize classroom-style seminars about product features and sales techniques
  • Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
  • Identify individual and team skills gaps
  • Schedule regular training sessions (e.g. monthly or quarterly)
  • Ensure new hires take on basic sales training courses, including communication and troubleshooting skills
  • Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
  • Coordinate mentorship programs for new customer service representatives
  • Assess the impact of each educational course on staff performance and client satisfaction
  • Maintain updated records of training curricula and material

Requirements

  • Work experience as a Customer Service Trainer or similar role
  • Experience in sales or customer service positions is a plus
  • Knowledge of Learning Management Software (LMS)
  • Familiarity with interactive learning activities
  • Excellent communication and presentation skills
  • BSc degree in Education, Human Resources or relevant field
  • Additional certification in training is a plus

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