Customer Service Trainer – Retail Account

About the role

The Customer Service Trainer will design and deliver high‑quality training programs for retail‑focused contact‑center agents. The role covers new‑hire onboarding, upskilling, knowledge transfer, certification and “Train‑the‑Class” sessions to ensure agents meet performance and quality standards.

Key responsibilities

• Deliver new‑hire, product, process, systems and refresher training.
• Facilitate Train‑the‑Class (TTC) and onboarding sessions.
• Support knowledge transfer from subject‑matter experts and capture accurate documentation.
• Create and maintain training materials such as decks, job aids and assessments.
• Conduct certifications, knowledge checks and readiness evaluations.
• Identify learning gaps and provide coaching or refresher support.
• Collaborate with Operations, QA, Workforce Management and Delivery teams.
• Participate in training governance, readiness reviews and ramp‑up activities.
• Ensure training content aligns with SOPs and client expectations.

Required profile

• Bachelor’s degree or equivalent experience.
• 3–6 years of contact‑center or customer‑service experience.
• 2+ years experience as a trainer, SME or knowledge‑transfer lead (preferred).
• Experience with BPO training, transitions or certifications is an advantage.
• Exposure to international clients (AU, NZ, US, UK) is preferred.

Required skills

• CRM tools (e.g., Salesforce or similar).
• Learning Management Systems (LMS).
• Knowledge‑management platforms.
• Microsoft Office and Google Workspace.
• Virtual training platforms such as Microsoft Teams and Zoom.