Customer Service Training Facilitator

The Shoprite Group of Companies; Wes-Kaap; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading retail group in South Africa is looking for a Customer Services Training Facilitator responsible for equipping the Customer Services Team with essential training and skills to enhance customer service performance. The role involves developing training plans, conducting sessions, and improving customer interactions. Candidates should have at least 3 years in training facilitation, preferably in a retail or operational environment.

Qualifications

• 3+ years in training facilitation or design, specifically in retail or customer services.
• Ability to assess and improve training effectiveness.
• Experience in developing training content and resources.

Responsibilities

• Develop and deliver training plans for the Customer Services Team.
• Conduct ongoing training sessions and evaluations.
• Align training efforts with overall performance goals.

Skills

Training facilitation

Communication skills

Learning and development

Observational assessments

MS Office 365 proficiency

Education

Matric Grade 12

Diploma/Certifications in Communications or Learning and Development

Job description

The Customer Services Training Facilitator equips the Customer Services Team with the knowledge and skills needed to meet customer service goals. This role develops training plans based on real-time data, quality assessments, and performance trends, ensuring effective delivery and addressing team and individual needs. They conduct ongoing training sessions, coaching, and evaluations to prepare agents for exceptional interactions, while also developing content for new products and updating knowledge resources. Supporting the QA team in process enhancements, the facilitator acts as a key link between the Customer Services Team and the Customer Service QA & Training Manager, driving continuous service improvement.

Objectives

• Maintain high-quality standards for training to ensure effective customer service development.
• Align training efforts with goals to optimise Customer Services Agent performance.
• Utilise diverse training methodologies and tools to maximise learning effectiveness.
• Conduct ongoing training needs analyses in collaboration with the Quality Assurance Team and Contact Centre Leadership.
• Ensure compliance with accreditation standards for training materials while partnering with relevant teams and stakeholders.
• Assess training effectiveness through feedback and make timely improvements to content and approach.
• Address concerns about learners at risk of not fulfilling their roles, escalating to Customer Service Managers and Team Leads when necessary.
• Execute training sessions for new hires, processes, or initiatives, ensuring all materials are current.
• Identify knowledge and skill gaps through training assessments and operational observations.
• Provide continuous feedback from call listening to Customer Service Managers and Team Leads for improvement.
• Report training insights and metrics to Contact Centre Leadership for informed decision-making.
• Coordinate logistics for the operational training schedule, including systems setup and materials.
• Assist in developing plans for all roles within the Customer Services environment.
• Train Agents to ensure their readiness for full-function Customer Service performance.
• Keep training materials updated through the Knowledge SharePoint portal and CRM system.
• Research best practices in learning and development to enhance training experiences and outcomes.
• Facilitate eLearning sessions and conduct in-person training to promote a positive learning environment.
• Develop proficiency assessments to gauge learners’ understanding and readiness.
• Maintain accurate training registers and surveys, recording interventions, attendance, and feedback.

Qualification & Experience

• Matric Grade 12.
• Diploma/Certifications/Accreditations in Communications, Learning and Development, or equivalent.
• +3 years in training facilitation or design and delivery, specifically in an operational customer services or retail environment.
• Demonstrable experience in operational development needs of large teams and achieving improved service levels.
• Experience in applying observational agent assessments and integrating various data sources to design targeted training interventions that enhance customer service levels.
• Familiarity with training design and development templates and toolkits.
• Proficiency in MS Office 365, particularly intermediate Excel skills

Our Group and all its operating companies are committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included. We are committed to Employment Equity when recruiting internally and externally. Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period.

If you don’t hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.