Customer Service Trainer

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.