Telecom Customer Service Training Lead

International Business Machines Corporation; Quezon City; On-site; PHP 520,000 - 860,000; Full time

Job summary

IBM Consulting in Manila is seeking a Customer Service Trainer to design, develop, and deliver training for Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. This role ensures new hires and staff are equipped to deliver exceptional service and meet performance standards.

You will create educational materials, conduct onboarding, provide advanced training, and assess training effectiveness to drive continuous improvement and customer satisfaction.

Qualifications

• Minimum 3 years of experience as a Customer Service Trainer or similar role.
• Experience in telecommunications, technical support, or customer service preferred.
• Ability to design and deliver training for entry-level and advanced roles.
• Familiarity with LMS and e-learning development tools.
• Strong communication, presentation, and facilitation skills.
• Proficiency with Microsoft Office and GenAI tools for content creation.

Responsibilities

• Design and develop training curricula, materials, and resources for telecom CS operations.
• Organize and deliver onboarding for Level 1 CS reps and advance Level 2 training.
• Facilitate role-plays and simulations to build empathy, negotiation, and de-escalation skills.
• Assess training effectiveness using performance data and quality metrics.
• Maintain LMS records and collaborate with operations for on-the-job coaching.

Skills

Communication

Facilitation

Curriculum design

Coaching

Education

Bachelor's degree in Education / HR / related field

ATD CPTD certification (preferred)

Tools

LMS

Microsoft Office Suite (CoPilot)

GenAI tools

Job description

IBM Consulting in Manila is seeking a Customer Service Trainer to design, develop, and deliver training for Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. This role ensures new hires and staff are equipped to deliver exceptional service and meet performance standards.

You will create educational materials, conduct onboarding, provide advanced training, and assess training effectiveness to drive continuous improvement and customer satisfaction.