Customer Service Training Specialist

Hammerjack Pty Ltd; Pasig; On-site; PHP 223,200 - 334,800; Full time

Job summary

Hammerjack Pty Ltd is looking for a Customer Service Training Specialist based in Metro Manila, Pasig. This role involves implementing training for the outsourced customer service team and developing training materials and programs based on customer feedback.

The ideal candidate should hold a bachelor's degree and have at least 1 year's experience in customer service training or coaching. Key skills include the use of PowerPoint and collaboration within a team.

Qualifications

• Bachelor's degree in relevant field required.
• Minimum 1 year experience in customer service training or coaching.
• Familiarity with online customer service and call center operations preferred.

Responsibilities

• Implement requirements for quality and training team.
• Develop targeted training plans and improvement programs.
• Design and maintain training materials.
• Organize knowledge assessments and evaluate effectiveness.
• Support special training sessions for new requirements.

Skills

Training Development

Customer Service Management

Collaboration

Online Training Tools

Education

Bachelor's degree in Training, Education, or related fields

Tools

PowerPoint

Excel

Job description

Job Responsibilities

• Responsible for implementing the requirements of the headquarters quality and training team, conducting onboarding, refresher, and skill enhancement training for the outsourced customer service team, covering product knowledge, business processes, communication skills, system operations, and other relevant areas.
• Develop targeted training plans and improvement programs based on quality inspection results, customer feedback, and business changes.
• Design and maintain training materials, exam question banks, training records, and tracking sheets to ensure timely updates and accuracy.
• Organize regular knowledge assessments and competency evaluations, measure training effectiveness, and prepare analysis reports.
• Support special training sessions for new business launches, promotional campaigns, or system updates to ensure outsourced agents quickly adapt to new requirements.

Job Requirements

• Bachelor's degree, preferably in Training, Education, Customer Service Management, or Human Resources.
• At least 1 year of experience in customer service training or coaching; familiarity with online customer service, e-commerce, or call center operations is preferred.
• Proficient in using PowerPoint, Excel, and online training tools.
• Highly motivated, responsible, and a strong team player with excellent collaboration skills.