Service Excellence & Training Specialist

About the role

The Service Excellence & Training Specialist drives a culture of outstanding customer service by coaching teams, developing service strategies, and delivering training across multiple channels. You will work closely with Customer Service Management to monitor performance, improve processes, and ensure consistent service quality.

Key responsibilities

• Motivate and model excellent customer service behaviors for staff.
• Develop, edit, and suggest improvements to service processes and procedures.
• Deliver training sessions in classroom, one‑on‑one, and electronic formats.
• Provide feedback on trends, training needs, and performance management to management.
• Monitor and review customer interactions (calls, emails, chats) for quality and compliance.
• Analyze decisions and their impact before execution, ensuring confidentiality and trust.

Required profile

• Bachelor’s degree in Business, Customer Service, or a related field.
• Minimum 2 years of experience in customer service, service excellence, or training.
• Strong teaching, analytical, problem‑solving, negotiation, time‑management, and organizational abilities.
• Excellent verbal and written communication skills in English and the local language; additional languages are a plus.
• Positive attitude, self‑motivation, and ability to work independently or as part of a team.

Required skills

• Microsoft Windows operating environment.
• Proficiency with MS Office applications.