Customer Service Trainer

Customer Service Trainer

 

A taste of what you’ll do 
The Customer Service Trainer plays a key role in ensuring that all Customer Service Agents are equipped with the necessary knowledge, skills, and tools to provide exceptional customer support. Trainers are responsible for designing and delivering training programs, onboarding new agents, and continuously improving training materials to enhance performance. 

 

Training & Development 

• Develop and deliver comprehensive induction training for all new Customer Service Agents. 

• Conduct ongoing training sessions focusing on product knowledge, policies & procedures, soft skills, and best practices. 

• Identify individual and team skill gaps, create development plans, and provide upskilling or refresher training as needed. 

Process & Quality Alignment 

• Maintain and update training materials, Knowledge Base, and process documentation to reflect the latest company policies and industry standards. 

• Work closely with the QA Team Lead to align training programs with quality monitoring insights and ensure agents meet performance expectations. 

• Provide structured feedback to the QA Team Lead on areas where training improvements are needed based on quality checks and performance data. 

Support & Collaboration 

• Serve as a knowledge resource for Customer Service Agents, offering guidance on handling customer inquiries effectively. 

• Collaborate with the Team Leads to ensure that training aligns with process improvements and automation strategies. 

• Participate in cross-functional projects aimed at enhancing customer experience, including chatbot enhancements and workflow optimization. 

Continuous Improvement 

• Monitor training effectiveness by gathering feedback, tracking agent progress, and recommending improvements. 

• Stay updated on industry trends, regulatory changes, and internal developments to ensure training remains relevant and effective. 

• Any other tasks related to training, quality improvement, or knowledge development as assigned. 

 

 

Who and what we are after? 

 

• Proven experience in Customer Service, preferably within iGaming. 

• Previous coaching or training experience is highly desirable. 

• Strong presentation and facilitation skills with the ability to engage and educate adult learners. 

• Excellent written, verbal, and interpersonal communication skills in English. 

• Familiarity with chatbot automation tools (e.g., Ada) and quality assurance systems (e.g., EdgeTier) is an advantage. 

• Strong customer service orientation, ensuring agents are well-prepared to handle inquiries efficiently. 

• Ability to work in a fast-paced 24/7 environment and adapt to process changes. 

• High level of attention to detail, organization, and problem-solving skills. 

• Team player with the ability to interact professionally across departments and management levels. 

 

Meet all the eligible criteria? Apply today and join the Immense Group team. 

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