CS Trainer

Basic Function:

The Customer Service Trainer is responsible for delivering training programs to newly hired and existing agents in the online gaming account. This role ensures that all team members are equipped with the knowledge, skills, and behaviors required to provide exceptional customer service while adhering to client standards and internal policies.

Duties and Responsibilities:

• Design, develop, and deliver onboarding and continuous training programs tailored to the online gaming industry.
• Facilitate soft skills, product, process, and systems training for customer service representatives.
• Assess training effectiveness through quizzes, roleplays, and post-training evaluations.
• Collaborate with operations and quality teams to identify performance gaps and develop targeted learning interventions.
• Maintain and update training materials in line with client updates or process changes.
• Coach underperforming agents and provide reinforcement sessions.
• Monitor training results and provide regular reports to training and operations managers.
• Stay updated on gaming trends, policies, and in-game features to align training content accordingly.
  
  

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

• Bachelor’s degree in Communication, Education, Business, or related field is preferred.
• At least 1–2 years of experience as a trainer in a BPO setting or any related.
  
  

Language Skills:

• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Ability to read, analyze and interpret general data reports, manuals, technical procedures, etc.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of Supervisors, clients, customers, and the general public.
  
  

Mathematical Skills:

• Ability to apply basic Math concepts.
  
  

Reasoning Ability:

• Ability to analyze performance data and identify learning needs.
• Strong problem-solving skills and ability to adapt to changing processes or client expectations.
• Capable of engaging learners and maintaining high levels of participation and motivation.
  
  

Computer Skills:

To perform the job successfully, an individual should have a basic knowledge on:

• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Experience using Learning Management Systems (LMS), Zoom/MS Teams, and e-learning platforms.
• Familiarity with CRM tools and gaming platforms used in customer support environments.