Customer Service Training Specialist

We are hiring in High Performance company – Customer Service Trainer

Job brief
We are looking for a Customer Service Trainer to educate our support, and customer service teams by conducting seminars and interactive courses.
Customer Service Trainer responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for new hires. If you’re familiar with teaching soft skills like negotiation and problem-solving, we’d like to meet you.
Ultimately, you will make sure our agents develop their skills and successfully address clients’ needs.

Responsibilities
•Develop digital and print educational material (e.g. videos and manuals)
•Organize classroom-style seminars about product features and techniques
•Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
•Identify individual and team skills gaps
•Schedule regular training sessions (e.g. monthly or quarterly)
•Ensure new hires take on basic sales training courses, including communication and troubleshooting

Skills
•Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
•Coordinate mentorship programs for new customer service representatives
•Assess the impact of each educational course on staff performance and client satisfaction
•Maintain updated records of training curricula and material

Requirements and skills
•Work experience as a Customer Service Trainer or similar role
•Experience in sales or customer service positions is a plus
•Familiarity with interactive learning activities
•Excellent communication and presentation skills
•Languages: Arabic and English are a must, Kurdish is a plus.
•Location: Erbil