Customer Success Training Specialist

Position Overview:

We are seeking a passionate and dynamic Customer Success Training Specialist to join our call center team. In this role, you will be responsible for creating, developing, and delivering training programs aimed at improving the skills and effectiveness of our customer service representatives. Your goal will be to ensure that our team is equipped with the tools, knowledge, and best practices needed to provide exceptional customer experiences and drive customer satisfaction.

Key Responsibilities

• :Training Development: Design and develop training materials, including handouts, online courses (websites), workshops, and simulations tailored to call center customer success needs
• .New Hire Training: Onboard and train new customer service agents, ensuring they understand the company’s products, services, customer engagement strategies, and call handling procedures
• .Ongoing Skill Development: Provide continuous training to current team members to enhance their product knowledge, communication skills, troubleshooting abilities, customer service techniques, and knowledge of key metrics like resolution times
• .Performance Monitoring: Regularly assess the performance of agents, identifying gaps in skills and knowledge, and recommending corrective actions or further training
• .Coaching: Offer one-on-one coaching and group sessions to support team members’ growth and help them meet performance goals, including call quality, resolution times, and customer satisfaction targets
• .Customer Experience Improvement: Work closely with team leaders to monitor customer interactions, identify trends, and create targeted training solutions that enhance the overall customer experience
• .Content Updates: Keep training content current by collaborating with product teams to ensure the latest features, updates, and processes (such as IVR usage) are included in training materials
• .Reporting & Analytics: Track the progress of trainees, compile feedback, and report on the effectiveness of training programs. Make data-driven recommendations for improvement
• .Collaboration: Partner with team managers and supervisors to align training with the company’s overall customer success strategies and objectives
• .Cultural Support: Foster a culture of continuous learning, positive engagement, and customer-first thinking among the call center staff

.Qualifications

• :4+ years of experience in customer service or customer success, preferably in a call center environment
• .Proven experience in developing and delivering training programs to call center agents or similar roles
• .Strong knowledge of customer success principles, customer service strategies, and call center technology (CS software, phone systems, IVR, etc.)
• .Excellent communication, presentation, and interpersonal skills, with the ability to motivate and engage a diverse group of employees
• .Ability to assess training effectiveness and adjust programs as necessary
• .Strong organizational skills and the ability to manage multiple projects simultaneously
• .A positive attitude, patience, and the ability to remain calm in challenging situations

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Preferred Skill

• s:Certification in training or customer succes
• s.Familiarity with call center metrics and performance KPIs (e.g., CSAT, First Call Resolution, Hold Time, Resolution Times
• ).Experience with eLearning platforms and content creation tool

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