Customer Service Trainer

About the role

Woolworths MarketPlus is expanding its customer service capability and needs a Learning & Development Specialist to design and deliver onboarding, upskilling and refresher training for its Manila‑based customer service team. The role bridges Australian operational strategy with Manila execution, using AI tools to keep learning assets current.

Key responsibilities

• Deliver engaging onboarding and upskilling sessions through classroom, virtual and on‑the‑floor coaching.
• Support new hires during nesting and early deployment to meet speed‑to‑competency targets.
• Review and update facilitator guides, workbooks and quick‑reference aids after system changes.
• Maintain internal knowledge‑base articles to aid first‑contact resolution.
• Use Gemini Enterprise to refresh training materials within 48 hours of operational shifts.
• Measure training effectiveness via knowledge checks and post‑training performance metrics.
• Partner with Team Leads and Quality Assurance to identify gaps and run targeted refresher sessions.

Required profile

• Minimum 3 years of experience in corporate training, facilitation or L&D, preferably in a fast‑paced retail customer service or BPO environment.
• Strong understanding of contact‑center operations, key customer‑service metrics and learning principles.
• Excellent verbal and written communication skills with the ability to present complex workflows clearly.
• Highly organised, proactive and adaptable to system changes.

Required skills

• Hands‑on experience with Zendesk or similar ticketing tools.
• Proficiency in Google Workspace.
• Experience or strong interest in using GenAI tools such as Gemini Enterprise for content creation.

What we offer

• Opportunity to work for Australia’s largest retailer.
• Continuous mentoring and training.
• Generous sick and vacation leave.
• Flexible work approach.
• Premium health insurance coverage.