Job Summary
My Short Term Insurance Clients is looking for a Customer Service Trainer to assist with the training new and existing staff and facilitating and managing the training department.
Requirements:
- Customer Service Experience
- Teaching experience
- Strong presentation and facilitation skills
- Strong verbal and written communication skills
- Excellent interpersonal skills
Experience & Qualification:
- Matric
- Teaching Qualification
- MS Office (Excel, PowerPoint, Word, Outlook)
- Short term & Long-term insurance knowledge would be advantageous
Responsibilities:
- Preparing new staff for their role as a Customer Relations Consultant
- Ongoing training for existing Customer Relations Consultants
- Conduct role-playing activities and case studies to develop skills (e.g negotiation, teamwork, conflict management and case management, etc)
- Identify individual and team Training/skills gaps
- Schedule regular training sessions (e.g., monthly, or quarterly)
- Liaise with managers and provide on-the-job coaching
- Develop team skills in areas of customer service and communication
- Track staff performance to assess training effectiveness
- Preparation and compiling of training reports, plans, schedules, and rosters
- Facilitate one-on-one and group training sessions utilizing multiple techniques such as content sharing, role play and live call feedback
- Implement mandatory assessments to test staff readiness
- Creating, maintaining and development of training material
