Customer Service Training Specialist

Job Responsibilities

1. Responsible for implementing the requirements of the headquarters quality and training team, conducting onboarding, refresher, and skill enhancement training for the outsourced customer service team, covering product knowledge, business processes, communication skills, system operations, and other relevant areas.

2. Develop targeted training plans and improvement programs based on quality inspection results, customer feedback, and business changes.

3. Design and maintain training materials, exam question banks, training records, and tracking sheets to ensure timely updates and accuracy.

4. Organize regular knowledge assessments and competency evaluations, measure training effectiveness, and prepare analysis reports.

5. Support special training sessions for new business launches, promotional campaigns, or system updates to ensure outsourced agents quickly adapt to new requirements.

Job Requirements

1. Bachelor's degree, preferably in Training, Education, Customer Service Management, or Human Resources.

2. At least 1 year of experience in customer service training or coaching; familiarity with online customer service, e-commerce, or call center operations is preferred.

3. Proficient in using PowerPoint, Excel, and online training tools.

4. Highly motivated, responsible, and a strong team player with excellent collaboration skills.