Frontline Training Specialist

6 days ago

Rawalpindi Cantonment, Pakistan beBeeCustomerService Full time 9,000,000 - 12,000,000
About the Job

As a Customer Services Trainer, you will play a pivotal role in equipping teams with the skills, knowledge and confidence they need to provide outstanding service. Main Responsibilities: You'll be responsible for designing, delivering and evaluating training programmes that enhance performance, support professional development, and promote a customer-first culture.

This role is crucial in ensuring employees have the necessary tools and skills to deliver excellent customer service consistently across all channels.

You'll be responsible for designing, delivering and continuously improving training programmes that support the performance and development of customer service teams. The key objectives include:

  • Designing effective induction training for new customer service team members
  • Developing ongoing training and refresher sessions focused on soft skills, system navigation, complaint handling, and customer engagement
  • Working closely with team leaders and managers to identify training needs and performance gaps
  • Using performance data, feedback, and quality assurance results to tailor training content
  • Delivering training through various formats including face-to-face workshops, virtual classrooms, and digital learning modules
  • Creating and maintaining up-to-date training materials, guides, and resources
  • Supporting the implementation of new systems, services, or processes through change management training
  • Evaluating the impact of training through post-training assessments, feedback, and KPIs

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