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.

Industries: Outsourcing/Offshoring

Function: Others