Customer Service Trainer (Overnight Shift)

Key Responsibilities:

Conduct training for new and existing customer service team members, focusing on SOPs, communication techniques, and service quality.

Monitor customer interactions to evaluate service quality and identify areas for development or correction.

Provide individualized coaching to improve agent performance and address specific skill gaps.

Maintain and update English-language training materials, SOP documentation, and process guides.

Analyze training outcomes, monitor key performance indicators, and report progress and findings to leadership to drive continuous improvement.

Requirements:

Minimum 5 years of experience in a customer service training or coaching role, with a successful history of building and executing impactful training programs.

Excellent communication and presentation skills in English, with the ability to engage, motivate, and instruct trainees.

Strong problem-solving and critical thinking abilities, with a proactive approach to identifying performance or training gaps.

Skilled in using training tools and technology, including LMS platforms, video conferencing apps, and presentation software.

In-depth knowledge of customer service standards and practices, and the ability to effectively translate that knowledge into practical training strategies.

Comfortable working overnight hours to align with U.S. business time zones.

Industries: Staffing & Recruiting

Function: Others