Communication Skills Coach for Customer Experience

Create Synergies Inc.; Pasay; On-site; PHP 360,000 - 600,000; Full time

Job summary

Create Synergies Inc. in Pasay is seeking a Communications Trainer to design and deliver programs that enhance verbal and written communication, customer interactions, and professional etiquette across teams.

The role collaborates with Operations, Quality Assurance, and Learning & Development to raise customer experience, employee confidence, and overall communication effectiveness through classroom, virtual, and blended sessions, with ongoing coaching and feedback.

Qualifications

• Bachelor's degree in Education, English, Communications, HR, or Business Administration.
• 2–4 years in communications training, language training, L&D, or customer service training in a BPO/shared services.
• Experience delivering classroom, virtual, and one-on-one coaching.
• Excellent command of English with strong verbal and written skills.
• Experience in customer service, quality assurance, or operations is an advantage.
• Training certifications (e.g., Train-the-Trainer) preferred but not required.

Responsibilities

• Facilitate training programs for new hires and tenured employees across business units.
• Deliver training on English language proficiency, grammar, pronunciation, accent neutralization, and business writing.
• Assess skills to identify gaps and propose development plans.
• Develop and maintain training materials, facilitator guides, presentations, job aids, and learning resources.
• Provide individualized coaching and constructive feedback to improve communication effectiveness and customer interactions.
• Collaborate with Operations, Quality Assurance, and Learning & Development teams to align training initiatives with business goals and client expectations.
• Analyze quality scores, customer feedback, and performance metrics to identify communication improvement opportunities.
• Support onboarding, refresher training, upskilling initiatives, and communication calibration sessions.
• Facilitate classroom, virtual, and blended learning sessions using adult learning methodologies.
• Monitor trainee progress, evaluate training effectiveness, and recommend continuous improvements to learning programs.
• Maintain accurate training documentation, attendance records, and certification results.
• Stay current on communication best practices, customer service trends, and organizational initiatives.

Skills

Public speaking

Facilitation

Adult learning

Coaching

Active listening

Grammar and writing

English proficiency

Stakeholder management

Analytical thinking

Time management

LMS proficiency

Education

Bachelor's degree in Education/English/Communications/HR/Business Administration

Tools

LMS

MS Office

Job description

Create Synergies Inc. in Pasay is seeking a Communications Trainer to design and deliver programs that enhance verbal and written communication, customer interactions, and professional etiquette across teams.

The role collaborates with Operations, Quality Assurance, and Learning & Development to raise customer experience, employee confidence, and overall communication effectiveness through classroom, virtual, and blended sessions, with ongoing coaching and feedback.