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Introduction
Vacancy exists for a National Customer Service Trainer at dynamic company in the hospitality/FMCG industry. Head Office – Centurion.
Duties & Responsibilities
Design and implement national training strategies for customer service operations.
Develop and maintain training content, manuals, and e-learning materials with excellent written English.
Facilitate in-person and online training for large and diverse groups (new hires and existing staff).
Design performance development plans for service employees in collaboration with HR and operations.
Ensure compliance with South African Labour Laws, EE Act, and Skills Development Act.
Maintain high levels of product and service knowledge and train others accordingly.
Deliver technical and soft skills training and track performance through training assessments.
Monitor and resolve client service issues, using training as a tool for root-cause resolution.
Compile and analyse feedback and data to improve training effectiveness and customer satisfaction.
Partner with regional teams to roll out consistent training programs and incentive initiatives.
Contribute to fostering a high-performance culture and customer-centric ethos.
Drive employee engagement and retention strategies through development initiatives.
Manage national training budgets and perform cost-benefit analyses.
Implement CRM system training and ensure uniform adoption nationwide.
Attend and lead relevant team, store, and management meetings.
Desired Experience & Qualification
5+ years in a senior customer service training position, ideally across multiple regions or nationally.
Proven experience in training program development, facilitation, and evaluation.
Knowledge of EE compliance, Skills Development Levies (SDL), Workplace Skills Plans (WSP), and Annual Training Reports (ATR).
Fluent in English (written and verbal) with strong document writing and presentation skills.
Demonstrated experience with incentive programs, performance measurement, and coaching.
Strong leadership with the ability to influence and motivate national teams.
Ability to travel locally (must have a valid driver’s license).
Experience with LMS (Learning Management Systems) and training software is advantageous
Package & Remuneration
R40 000 to R60 000 per month CTC, depending on experience, qualification(s) and current / previous package
