Customer Service Trainer

About the role

Full Potential Solutions is seeking a Customer Service Trainer to join its Davao team. The trainer will design, deliver and evaluate training programs that equip new and existing agents with the skills needed to excel in an omnichannel BPO environment.

Key responsibilities

• Facilitate foundational (FST) and advanced (PST) training sessions, including nesting classes.
• Conduct coaching sessions to identify skill gaps and reinforce best practices.
• Collaborate with Recruitment, People & Culture, and Operations to schedule and manage new‑hire training cohorts.
• Maintain detailed observation records, submit class reports, and endorse agents for progression.
• Deliver training on customer service, sales techniques, and process knowledge.
• Partner with clients to perform training needs analysis (TNA), design learning content, and assess training effectiveness.
• Provide operational support by addressing learning gaps that impact performance.
• Lead end‑to‑end training projects from concept through implementation and revision.

Required profile

• 2‑4 years of experience as a trainer in a BPO or call‑center setting.
• Strong instructional and presentation abilities.
• Excellent organizational skills and a positive, proactive attitude.
• Ability to work collaboratively with cross‑functional teams.

Required skills

What we offer

• Competitive compensation package.
• Medical, dental and vision benefits.
• Opportunities for rapid career growth within a fast‑expanding global company.