Communications and Customer Service Trainer

CallTek; General Santos; On-site; PHP 300,000 - 540,000; Full time

Job summary

CallTek is seeking a Communications and Customer Service Trainer in the Philippines to design and deliver training programs that enhance communication and service excellence.

You will partner with managers and HR to identify needs, create materials, conduct classroom and virtual sessions, evaluate impact, and provide coaching across shifts.

Travel to other sites may be required; join a global team delivering 24/7 support with a focus on quality and client satisfaction.

Qualifications

• Bachelor’s degree in Education, AB English, or Mass Communication.
• At least 1 year of Call center Training experience.
• Excellent oral and written English communication skills.
• Strong facilitation, presentation, and listening abilities.
• Proficient in MS Office (Word, Excel, PowerPoint, Outlook).
• Willing to work on a shifting schedule.

Responsibilities

• Develop and deliver training programs focused on communication skills and customer service.
• Facilitate classroom, virtual, and blended learning sessions.
• Create training materials such as manuals, presentations, role-plays, and e-learning modules.
• Partner with managers and HR to identify training needs and skills gaps.
• Customize content to align with client expectations and industry standards.
• Assess training effectiveness using feedback and performance metrics.
• Provide coaching and refresher sessions as needed.
• Support operations with coaching and policy development.
• Assist Recruitment with speaking assessments.
• Attend company events and maintain professional conduct.

Skills

Communication skills

Customer service

Conflict resolution

Client relationships

Education

Bachelor's degree in Education, AB English, or Mass Communication

Tools

MS Office

Job description

CallTekis a global leader in white-label technical support, trusted by technology operators worldwide for over 20 years. With 10,000+ professionals across nine countries, we deliver 24/7 engineering, software development, customer support, and field services. Backed by top security certifications and innovative AI solutions, we provide secure and seamless support for our partners. Join our growing team and build your career with us!

We are looking for aCommunications and Customer Service Trainer.

Key Responsibilities

Training Design & Delivery

• Develop, update, and deliver training programs focused on communication skills, customer service excellence, conflict resolution, and client relationship management.
• Facilitate classroom, virtual, and blended learning sessions using interactive and engaging methods.
• Create training materials such as manuals, presentations, role‑play exercises, and e‑learning modules.

Needs Assessment & Program Development

• Partner with managers, team leads, and HR to identify training needs and skill gaps.
• Customize training content to align with organizational goals, client expectations, and industry standards.
• Stay updated on best practices in communication, customer service, and training methodologies.

Evaluation & Continuous Improvement

• Assess training effectiveness through participant feedback, knowledge assessments, and performance metrics.
• Recommend improvements to training programs based on evaluation results and business needs.
• Track learner progress and provide coaching or refresher sessions as needed.

Collaboration & Support

• Work closely with operations, quality assurance, and leadership teams to ensure training aligns with service standards.
• Support employees with ongoing coaching, mentoring, and skill reinforcement.
• Contribute to the development of customer service policies, scripts, and communication guidelines.

Other Responsibilities:

• Assist the Recruitment Team during the hiring process by conducting speaking assessments for applicants.
• Assist HR with company related activities and events.
• Report any system issue immediately about the company infrastructure to IT.
• Maintains detailed and current knowledge of CTC’s and client’s services and policies by attending meetings, on-going training sessions, and other professional development programs.
• Ensures to Log-in on both DTR on time and checks company emails before and after shift.
• Attend monthly socializations and support company wide activities
• Maintains good conduct, ethics, and professional relations with colleagues and superiors.
• May be required to travel to other sites to conduct face‑to‑face training.

Qualifications:

• Must have a Bachelor’s degree, preferably in Education, AB English, or Mass Communication
• With at least 1-year Call center Training experience.
• Must have excellent oral and written English communication skills.
• Must have excellent facilitation, presentation, and listening skills.
• Proficient in using MS Office (Word, Excel, PowerPoint, and Outlook).
• Must be Willing to Work on a Shifting Schedule .