Communications & Customer Service Trainer — Shift Work

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

Job summary

CallTek is seeking a Communications and Customer Service Trainer to elevate our client-facing teams across the Philippines. You will design, deliver, and continuously improve training programs focused on communication skills and customer service excellence.

You'll partner with managers and HR to identify needs, create engaging materials, assess effectiveness, and coach staff. Travel to other sites may be required, and a shift-based schedule is expected.

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.
• 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 and engaging methods.
• Create training materials such as manuals, presentations, role-play exercises, and e-learning modules.
• 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.
• 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.
• 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.
• 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.

Skills

Communication skills

Customer service

Conflict resolution

Client relationship management

Facilitation

Presentation

Active listening

Education

Bachelor's degree in Education / AB English / Mass Communication

Tools

MS Office

Job description

CallTek is seeking a Communications and Customer Service Trainer to elevate our client-facing teams across the Philippines. You will design, deliver, and continuously improve training programs focused on communication skills and customer service excellence.

You'll partner with managers and HR to identify needs, create engaging materials, assess effectiveness, and coach staff. Travel to other sites may be required, and a shift-based schedule is expected.