Description
We are seeking a passionate and learner-focused Soft Skills Trainer to support the Customer Resolution Training (CRT) program, with a focus on strengthening customer-facing communication, service excellence, and effective resolution skills among customer support agents.
The ideal candidate will have experience delivering soft skills training in a customer service or contact centre environment and be confident in facilitating interactive learning sessions, conducting role-plays, providing individual coaching, and translating customer experience expectations into observable agent behaviours.
Key Responsibilities
- Deliver structured soft skills training interventions aligned with CRT program objectives and customer experience expectations.
- Facilitate interactive sessions on customer-centric communication, empathy, rapport building, and effective resolution skills.
- Use role-plays, case studies, simulations, group activities, and real-world customer scenarios to reinforce learning.
- Conduct individual and group coaching based on call observations, Quality feedback, assessment results, and identified skill gaps.
- Support the implementation and ongoing delivery of CRT learning interventions across relevant agent groups.
Qualifications & Experience
- Bachelor’s degree in any discipline; relevant training certifications are an advantage.
- Typically 3–6 years of experience in soft skills training, customer service training, communication coaching, or learning and development.
- Experience in a customer support, BPO, contact centre, or customer experience environment is preferred.
- Demonstrated ability to facilitate soft skills sessions and coach customer-facing employees.
Core Competencies
- Facilitation excellence: Creates engaging, interactive, learner-centred sessions.
- Customer empathy: Demonstrates a strong understanding of customer emotions, expectations, and service recovery.
- Coaching effectiveness: Provides specific, constructive, behaviour-based feedback.
- Communication: Communicates with clarity, confidence, and professionalism.
Success Measures
- Training delivery completion and adherence to the CRT learning plan.
- Improvement in soft skills assessment and mock-call scores.
- Observable improvement in empathy, active listening, probing, ownership, and expectation setting.