Job Overview:

The Training Specialist will design, develop, and deliver training programs aimed at enhancing the skills and knowledge of the customer service team. This role will ensure that employees are equipped with the right tools and techniques to deliver high-quality service and exceed customer expectations.

Key Responsibilities:

• Assess the training needs of the customer service department and develop effective training programs.
• Design and deliver training sessions on topics such as customer service skills, communication, product knowledge, and company procedures.
• Conduct on-the-job training, workshops, and refreshers for new and existing employees.
• Develop and update training materials, manuals, and job aids.
• Collaborate with management to ensure training aligns with company objectives and customer service goals.
• Monitor and evaluate the effectiveness of training programs through assessments, feedback, and performance metrics.
• Identify areas for continuous improvement and recommend additional training initiatives.
• Stay up to date with industry trends and best practices in customer service training.

Skills

• 2-4 years of experience in a training role, preferably in a customer service environment.
• Proven experience in designing and delivering training programs.
• Excellent verbal and written English communication skills.
• Strong presentation and facilitation skills.
• Ability to assess training needs and measure training effectiveness.
• Familiarity with e-learning platforms and learning management systems (LMS) is a plus.