CUSTOMER SERVICE TRAINER:

Main Responsibilities
Reporting to the Practice Head – Customer Service, the candidate will be expected to carry out
responsibilities in line with their job title. These responsibilities include:
1. Managing Operations effectively at the state/province/zonal level
· Ensuring that the training is delivered on time with at least the minimum defined number of people.
· Acting as a bridge to bring the market realities to business and translate the business strategies at the
ground level for implementation.
· Complying with the processes defined and ensuring that the reports like Post Training Reports (PTR),
attendance sheets, Impact stories are filled and submitted on time.
· Ensuring that the maximum number of role holders is covered for training and thus the training
benefit is extended to its utmost.
· Arranging for the maintenance and procurement of all necessary equipment and materials relating to
effective delivery and measurement of training.
2. Knowledge and skill enhancement of the CS personnel so that they are more competent to meet the
defined business metrics
· Evaluating the extent of knowledge enhancement by conducting Job Knowledge quiz
· Impacting productivity of CS personnel by enhancing their Customer Service skills through effective
training delivery
· Continuously improving in training delivery and content by analyzing PTR and feedback scores.
· Imparting training programs at all levels, from Basic customer service processes, systems, tools and
skills to handling escalations
· On the floor coaching of the Customer Service personnel as and when required to tackle and
understand on the field nuances.
3. Customization of Content as per the business and people requirement of the operating country
· Gaining an understanding and studying the business challenges and the market reality of the region
operating in.
· Updating knowledge on operating country’s laws and regulation so as to update content accordingly
which helps the customer service staff to sell products/resolve customer queries while complying with
the local laws.
· Getting an in-depth understanding of the training requirements of the sales staff so as to modify the
content accordingly.
· Updating knowledge about the competition, company products, pricing and the industry so as to give
inputs in creating a useful and effective content.
4. Planning the training calendar in conjunction with the Zonal CSD Head.
5. Customizing the content of the training program depending on the demographics and people need in
consultation with the Content Team.
6. Planning their calendar on alternating between ILT and Coaching depending upon the need and
availability of the CS personnel.
JOB OPPORTUNITIES IN TELECOMMUNICATIONS TRAINING CENTRE:
Minimum Requirements:
The successful candidate should possess the following:
· Relevant Graduate or Post Graduate Degree
· 5 – 7 years Customer Service Experience. Preferred will be 2 years telecom experience
· Knowledge of the country’s local language
· Expert in MS- Office
The successful candidate should also possess the following personal attributes:
· Strong Communication Skills – Both written and spoken
· A people’s person who has the ability to create bonds easily and quickly and the ability to engage and
build relations with multiple stakeholders, including trainees, managers and others
· Good Presentation Skills and knowledge on the subject matter
· The candidate should be able to present himself as a mentor for guidance and knowledge

Interested candidates should send their application letters and detailed CV by email ONLY to
recruitkenya@kimberly-ryan.net by 20th October 2010. Please note that ONLY shortlisted candidates will be
contacted.

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