Customer Services Trainer

About the Job:
As a Customer Services Trainer, you will play a pivotal role in equipping our customer-facing teams with the skills, knowledge and confidence they need to provide outstanding service. You’ll be responsible for the design, delivery, and evaluation of training programmes that enhance performance, support professional development, and promote a customer-first culture.

Purpose of the Role:

The Customer Services Trainer is responsible for the design, delivery, and continuous improvement of training programmes that support the performance and development of customer service teams. This role ensures employees have the knowledge, skills, and tools required to deliver excellent customer service consistently across all channels.
Responsibilities:

· Design and deliver effective induction training for new customer service team members.

· Develop ongoing training and refresher sessions focused on soft skills, system navigation, complaint handling, and customer engagement.

· Work closely with team leaders and managers to identify training needs and performance gaps.

· Use performance data, feedback, and quality assurance results to tailor training content.

· Deliver training through various formats including face-to-face workshops, virtual classrooms, and digital learning modules.

· Create and maintain up-to-date training materials, guides, and resources.

· Support the implementation of new systems, services, or processes through change management training.

· Evaluate the impact of training through post-training assessments, feedback, and KPIs.

· Maintain accurate records of training delivery, attendance, and outcomes.

· Act as a subject matter expert and champion of customer service best practices.

Requirements:
Qualification and Experience:

· Proven experience in a training role within a customer service environment.

· Strong communication and interpersonal skills.

· Ability to deliver training to varied audiences and learning styles.

· Knowledge of customer service principles, call handling, and service recovery techniques.

· Confident in delivering both in-person and virtual training sessions.

· Proficient in Microsoft Office (PowerPoint, Word, Excel) and training platforms.

Reporting Line:

Will report to the Director of PK Operations.

Work mode:

Work from Office.

Location:

Bahria Town Ph 7 Office.

Salary:

Market Competitive.