Role Overview
We are seeking a Customer Service Trainer to develop, deliver, and maintain training programs for the Customer Service team. You will ensure all team members have the knowledge, skills, and confidence to deliver exceptional customer experiences while adhering to processes and compliance standards.

This role is ideal for someone with strong training and coaching experience, a deep understanding of customer service operations, and the ability to translate complex processes into clear, actionable learning.

Schedule: Rotating shifts may apply, 8 hours/day, 40 hours/week
Operation Hours: Monday–Sunday, 8:30 AM – 9:00 PM NSW Time (6:30 AM – 7:00 PM Manila Time)
Client Timezone: NSW business hours

Independent Contractor Perks

• Health Insurance Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Key Responsibilities
Training & Development

• Design, develop, and deliver onboarding programs for all Customer Service team members
• Conduct ongoing training sessions to upskill staff on products, processes, systems, and best practices
• Create and maintain training materials, manuals, and knowledge base documentation
• Monitor training effectiveness and adjust programs based on team performance and feedback

Coaching & Mentoring

• Provide 1:1 coaching and support for team members requiring additional guidance
• Observe live customer interactions and provide constructive feedback to enhance skills
• Promote consistency and quality in service delivery across the team

Process Improvement

• Collaborate with leadership to identify knowledge gaps and recurring issues
• Recommend and implement process improvements to streamline workflows and enhance customer experience
• Ensure team compliance with consumer laws, data privacy, and internal policies

Reporting & Administration

• Track training attendance, progress, and performance metrics
• Prepare training reports and insights for management
• Assist with ad hoc training initiatives as required

Requirements

• Minimum 2–3 years of experience in customer service training, L&D, or team coaching, ideally within retail, BPO, or warranty/claims environments
• Proven experience with Zendesk or similar CRM platforms preferred
• Strong understanding of customer service operations and best practices

Skills & Competencies

• Excellent communication, presentation, and facilitation skills
• Strong analytical and problem-solving abilities
• Ability to engage and motivate adult learners
• Proactive, organized, and detail-oriented
• Technologically savvy with ability to learn and teach new tools quickly

Technical Requirements

• Dual monitor setup
• Reliable high-speed internet with backup power and equipment
• Proficiency with Microsoft Office Suite

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions that fulfill all requirements will receive priority review.