Instructor Analyst – Training & Customer Support

About the role

The Instructor Analyst will facilitate new‑hire training and deliver up‑skill/cross‑skill sessions for internal teams. The role combines instructional duties with customer‑service support, using the company’s CRM and mainframe systems to resolve queries and improve chatbot intelligence.

Key responsibilities

• Provide resolutions to customers based on process knowledge and training, using internal CRM/mainframe and purchase order data.
• Gather and document customer information efficiently, educate customers to reduce future contacts, and record interactions in internal systems.
• Extract accurate data from internal systems and supply it to customer service management for scheduled and special reports.
• Maintain and update customer account records.
• Analyse chatbot failures, document required changes, and convey insights to the analytical team to enhance AI design.
• Contribute ideas and think creatively in a dynamic, innovative environment.

Required profile

• Minimum two years of experience delivering training or instructional sessions.
• Eligibility to live and work in the Philippines.
• Ability to work in a rotation shift schedule with rotating rest days.
• Strong analytical mindset and ability to think outside the box.

Required skills

• Familiarity with CRM and mainframe systems.
• Basic understanding of AI/chatbot workflows.
• Ability to extract and manipulate data for reporting purposes.