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Jostens Customer Service Trainer in Santiago, Dominican Republic

JOB TITLE: Customer Service Trainer

LOCATION: TC Santiago

GENERAL DESCRIPTION OR PURPOSE OF JOB:

The Soft Skills Trainer for Client Services is responsible for training new hires and current employees in essential soft skills, including communication, empathy, active listening, and client relationship management. The goal is to ensure that all staff members are equipped to handle client interactions professionally and effectively.

RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

Item

Responsibility/Function

%Time

1

Develop and deliver soft skills training: Design and implement training programs focused on client service soft skills, such as effective communication, conflict resolution, and customer empathy. Collaborate with management to identify training needs based on performance improvement plans and department goals.

60%

2

Provide ongoing training: Conduct regular refresher courses and updates on soft skills to align with evolving client service trends and operational needs.

10%

3

Document training progress: Maintain detailed records of all training activities and ensure accurate and timely completion of employee development documentation.

15%

4

Support departmental initiatives: Assist with various department activities, including policy improvement, feedback analysis, and employee engagement efforts.

15%

Required:

  • High School degree or equivalent client service experience

  • 1 year minimum of experience in a customer-facing role in callcenters

  • Excellent verbal and written communication skills, with a strong focus on empathy and active listening

  • Ability to coach and mentor employees in soft skills development

  • Flexibility in scheduling and adaptability to changing training needs

  • Strong organizational skills and attention to detail

  • Proficiency in Microsoft Suite applications and the ability to learn new systems as needed

  • Ability to work independently and as part of a team, with strong collaboration skills

  • Previous experience in a training or coaching role, especially in client services

    Preferred:

  • Familiarity with adult learning principles and training program design.

  • Knowledge of story telling principles.

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