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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.
Job Responsibility:
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:
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