Instructor Analyst – Training & Customer Support

About the role

We are looking for an Instructor Analyst to lead new‑hire training and up‑skill sessions for our customer‑service team in Cebu. The role combines classroom instruction with hands‑on support using our internal CRM and mainframe systems.

Key responsibilities

• Deliver training programs that equip new hires and existing staff with the knowledge to resolve customer inquiries efficiently.
• Use the company’s CRM, mainframe, and customer purchase order data to gather information, fulfill needs, and document interactions.
• Update customer records and generate data for scheduled and special reports.
• Identify limitations of the chat‑bot, document required changes, and provide clear feedback to the analytical team for AI improvements.
• Contribute ideas for project innovation and support a dynamic, rotating shift schedule.

Required profile

• Minimum of 2 years experience as a trainer.
• Achieved an LPA score of B2.
• Exposure to team leads (TLs) and ability to think creatively.

Required skills