Communications and Customer Service Trainer

Staff4Me; General Santos; On-site; PHP 357,000 - 491,000; Full time

Job summary

CallTek in the Philippines is seeking a Communications and Customer Service Trainer to design and deliver training programs for our global support teams. The role focuses on building communication skills, customer service excellence, and client relationship management.

You will facilitate classroom, virtual, and blended sessions, develop materials, and collaborate with operations, QA, and HR to ensure training aligns with service standards.

Qualifications

• Bachelor's degree in education, AB English, or mass communication is preferred.
• At least 1 year of call center training experience.
• Excellent oral and written English communication skills.
• Excellent facilitation, presentation, and listening skills.
• Proficient in MS Office (Word, Excel, PowerPoint, Outlook).
• Willing to work on a shifting schedule.

Responsibilities

• 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 methods.
• Create training materials such as manuals, presentations, role-play exercises, and e-learning modules.
• Partner with managers, HR, and QA to identify training needs and align content with organizational goals.
• Assess training effectiveness and provide coaching or refresher sessions as needed.
• Logistics and collaboration with operations to ensure training aligns with service standards.

Skills

Oral and written English

Facilitation

Presentation

Listening skills

Education

Bachelor's degree

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 .