Customer Service Training Lead

Translation Empire PK; Saddar; On-site; PKR 600,000 - 900,000; Full time

Job summary

Translation Empire PK is seeking a Customer Services Trainer to design, deliver, and continuously improve training programs for customer-facing teams. The role focuses on equipping staff with knowledge, skills, and confidence to deliver outstanding service across channels.

The position reports to the Director of PK Operations and entails work from the Bahria Town Ph 7 Office. You will lead induction, soft-skill, and system navigation training while evaluating impact through assessments and KPIs.

Qualifications

• Proven experience in a training role within a customer service environment.
• Strong communication and interpersonal skills.
• Ability to deliver training to varied audiences and learning styles.
• Knowledge of customer service principles, call handling, and service recovery techniques.

Responsibilities

• Design and deliver induction training for new customer service team members.
• Develop ongoing training and refresher sessions focused on soft skills, system navigation, complaint handling, and customer engagement.
• Identify training needs and performance gaps with team leaders and managers.
• Tailor training content using performance data, feedback, and QA results.
• Deliver training through face-to-face, virtual, and digital formats.

Skills

Strong communication

Interpersonal skills

Training delivery

Audience adaptation

Microsoft Office suite

Tools

PowerPoint

Word

Excel

Job description

Translation Empire PK is seeking a Customer Services Trainer to design, deliver, and continuously improve training programs for customer-facing teams. The role focuses on equipping staff with knowledge, skills, and confidence to deliver outstanding service across channels.

The position reports to the Director of PK Operations and entails work from the Bahria Town Ph 7 Office. You will lead induction, soft-skill, and system navigation training while evaluating impact through assessments and KPIs.