Customer Service Trainer The Customer Service Trainer is responsible to provide administrative and technical expertise through training delivery; including planning, administration, organization, implementation and facilitation of Vodacom products, services, systems and process inline with the Customer Service strategy. KEY ACCOUNTABILITIES • Design, coordinate and execute training to customer service agents, retail staff and all other customer support channels. • Prepare, update and or review training content, FAQs, ‘how to’ quick guides, SMS for all customer service support channels. • Design training to address performance issues as will be reported by Quality Assessors. • Ensure that all support staff are provided with adequate training within a specified time to support product, service, system, and process changes. • Create, manage and update the customer service knowledge base with current and relevant learning and information materials • Compile and collate all documentation relevant to training delivery. • Contacts and coordinate attendees and department representatives about training programs • Schedules the appropriate training venue and prepare the physical setup • Report on all Training & Development trends, activities and issues • Assist outside consultants with preparing training programs. – Act as a liaison between external suppliers and internal customers where applicable. • Administer and evaluate training program qualification tests and determine eligibility of prospective attendees • Prepare and or distribute training aids such as instructional material, handouts, evaluation forms, and visual aids. Setup presentations and update respective knowledge Base when necessary
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