客户服务培训师
Customer Service Trainer
职位概述
客户服务中心培训师将为我们的客户服务部门提供关键支持。该职位将为客户服务部门的新员工和现有员工创建、交付并开展技术性和非技术性的培训。该职位对于确保卓越的客户体验至关重要，需持续与服务领导合作以评估培训需求，并制定相关解决方案。该职位还将支持内部团队的质量计划，提供有针对性的指导反馈，以推动可衡量的改进。
主要职责和任务
• 开发并开展以服务卓越、操作流程和技术知识为重点的互动培训项目。
• 领导新服务员工的入职流程，确保其正确了解公司文化、服务标准和岗位期望。
• 定期开展培训课程，强化核心服务技能，包括沟通能力、客户互动、问题解决和运营效率。
• 开发全面的培训材料、资源和电子学习课程，以教育员工了解公司流程、客户服务最佳实践和技术技能。
• 通过支持所有服务接触点的标准操作流程和最佳实践的文档化，促进一致性。
• 维护培训记录，确保100%的参与度。
• 通过知识测试、角色扮演评估、观察和反馈调查来评估和衡量学习成果，以确保达到学习目标。
• 通过评估和绩效指标衡量培训效果；利用反馈来提升未来的培训计划。
• 确保所有服务团队成员都接受相关公司政策和法规要求的培训。
• 与服务领导合作，识别技能差距，并提供针对性的辅导或培训以支持个人和团队的绩效目标。
• 协调内部质量电话审计。
• 通过质量评估审计向外部合作伙伴的客服代表提供建设性反馈。
• 培养持续学习和职业发展的文化。
教育和经验
• 本科优先。
- 至少三年的培训和发展经验。
- • 在客户服务或呼叫中心环境中具备远程培训的能力。
- • 质量保证经验。
- • 熟练使用微软办公产品。
- • 出色的口头表达能力
查看英文原文
POSITION SUMMARY
The Customer Service Trainer will provide critical support to our Customer Service Department. This role will create, deliver, and facilitate technical and non-technical training for new and existing employees in the Customer Service Department. This role is crucial for ensuring exceptional customer experience, consistently collaborating with service leadership to assess training needs, and building relevant solutions. This position will also support quality programs for internal teams, delivering targeted coached feedback that drives measurable improvement.
PRINCIPAL DUTIES AND RESPONSIBILITIES
• Develop and facilitate engaging training programs focused on service excellence, operational procedures, and technical knowledge.
• Lead the onboarding process for new service employees, ensuring proper introduction to company culture, service standards, and role expectations.
• Conduct regular training sessions to reinforce core service skills, including communication, customer interaction, problem resolution, and operational efficiency.
• Develop comprehensive training materials, resources and e-learning courses to educate staff on company procedures, customer service best practices, and technical skills.
• Promote consistency by supporting documentation of standard operating procedures and best practices across all service touchpoints.
• Maintain training records to ensure 100% participation.
• Assess and measure learning outcomes through knowledge checks quizzes, role-play evaluations, observation, and feedback surveys to ensure learning objectives are met.
• Measure training effectiveness through assessments and performance metrics; use feedback to enhance future training initiatives.
• Ensure all service team members are trained in relevant company policies and regulatory requirements.
• Collaborate with service leadership to identify skill gaps and provide targeted coaching or training to support individual and team performance goals.
• Coordinate internal quality call audits.
• Provide constructive feedback to external partner CSRs via quality assessment audits.
• Foster a culture of continuous learning and professional development.
EDUCATION AND EXPERIENCE
• Bachelor’s degree preferred.
- Minimum three years of training and development experience.
- • Proven remote facilitation skills in customer service or call center environment.
- • Quality assurance experience.
- • Proficiency in Microsoft Office products.
- • Excellent verbal and written communication skills, interpersonal, and problem-solving skills.
- • Ability to maintain a positive and professional demeanor in a fast-paced environment while effectively managing multiple priorities and deadlines.
- • Customer Service experience preferred.
Salary: $90,000-$95,000Originally posted on Himalayas