Telecom Customer Service Trainer — Hybrid Role

IBM; Philippines; Hybrid; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

IBM Consulting is seeking a Customer Service Trainer to design, develop, and deliver comprehensive training programs for Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. You will create curricula, deliver onboarding, and drive continuous improvement to enhance customer satisfaction.

You will organize sessions, assess skills gaps, coordinate with managers, and ensure compliance, data privacy, and tool proficiency including MS Office with CoPilot and GenAI.

Qualifications

• Bachelor's degree required.
• Minimum 3 years of trainer experience.
• Experience in telecommunications or tech support preferred.
• Familiarity with LMS and e-learning tools.
• Strong communication and facilitation skills.

Responsibilities

• Design curricula, materials, and e-learning modules for telecom CS operations.
• Deliver onboarding and ongoing training for Level 1 and Level 2 staff.
• Conduct role-plays and simulations to build communication and problem-solving skills.
• Assess gaps using observations and performance data; adjust curricula accordingly.
• Coordinate training schedules with operations managers and team leads.
• Ensure training aligns with compliance and data privacy requirements.
• Provide coaching on the use of Microsoft Office (CoPilot) and GenAI tools.
• Maintain LMS records and updated training materials; collaborate with SMEs.

Job description

IBM Consulting is seeking a Customer Service Trainer to design, develop, and deliver comprehensive training programs for Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. You will create curricula, deliver onboarding, and drive continuous improvement to enhance customer satisfaction.

You will organize sessions, assess skills gaps, coordinate with managers, and ensure compliance, data privacy, and tool proficiency including MS Office with CoPilot and GenAI.