Fresher Customer Experience/Service Trainer Job Opportunities – Genius Hub

Job Title:    Customer Experience/Service

Organisation: Genius

Duty Station: Kampala,

About US:

Genius Hub is a
Human Capital Solutions Firm that specializes in talent search and placement of
highly skilled individuals for clients in East Africa.  Our client is a global
leader and pioneer in delivering affordable solar-powered solutions designed
for the two billion people in the developing world without access to reliable
energy. They provide distributed solar energy solutions for households and
small businesses that are transforming the way people all over the world use
and pay for energy.

Job Summary:  The Customer Experience/Service Trainer will
be tasked with training of the customer service team (shops, call center,
retention team), New induction training, coaching etc.

Key Duties and Responsibilities: 

  • Identification of training needs, crafting them into workable
    training and subsequently executing the training;
  • Plans, conducts, coordinates and implements a comprehensive training
    program for staff. Training components will be geared toward new hires,
    existing staff and individuals who seek one-on-one assistance;
  • Develop digital and print educational material e.g. videos and
  • Organize classroom-style seminars about product features and sales
  • Conduct role-playing activities to develop interpersonal skills e.g.
    negotiation, teamwork and conflict management;
  • Identify individual and team skills gaps;
  • Schedule regular training sessions e.g. monthly or quarterly;
  • Ensure new hires take on basic sales training courses, including
    communication and troubleshooting skills;
  • Liaise with managers and encourage on-the-job coaching e.g. how to
    handle difficult client cases;
  • Coordinate mentorship programs for new customer service
  • Assess the impact of each educational course on staff performance
    and client satisfaction;
  • Maintain updated records of training curricula and material;
  • Develops individual results by maintaining policy and procedure
    resources; providing coaching; conducting training sessions; developing
    outcome improvement resources;
  • Improves training effectiveness by developing new approaches and
    techniques; making support readily available; integrating support with
    routine job functions;
  • Updates job knowledge by participating in educational opportunities;
    reading professional publications; maintaining personal networks;
    participating in professional organizations;
  • Engages in all sales- and service-related tasks, including but not
    limited to process improvement, group and individual call observation,
    quality calibration and mentoring activities;
  • Performs all other duties as required.

Qualifications, Skills and Experience: 

  • The applicant must hold a Bachelor’s Degree in Business
    Administration or any related field;
  • Two years of proven working experience in customer service or call
    center/shops training
  • Reporting skills, attention to detail, deadline oriented, reporting
    research results, confidentiality, time management, data entry management.
  • Excellent presentation skills (oral and written), as well as ability
    to motivate, teach and inspire staff;
  • Excellent Computer literacy in Microsoft applications;
  • Ability to develop training and methodology programs that are unique
    to the organization’s goals, values and mission statement;
  • Ability to problem solve;
  • Strong analytical and decision making skills;
  • Self-development skills;
  • Ability to multi-task, prioritize, and a manage time effectively;
  • Flexible with movement, agile, self-driven, good at planning and

How to Apply:

All suitably
qualified and interested applicants should send their applications, CVs and
academic documents in one pdf document to not in
the attention of the Recruitment Director. Please Quote Reference GH2019/029

Deadline: 25th May 2019

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