Customer Care Trainer at M-KOPA

📋 Description

• Train and elevate Customer Care interactions and processes.
• Enable onboarding through structured induction and role-specific training to go-live confidently.
• Facilitate engaging sessions that simplify complex information.
• Identify training needs via QA feedback, Team Leader insights and trends.
• Develop and maintain training materials and facilitation plans for new products and changes.
• Track training effectiveness and report on attendance, scores, and readiness.

🎯 Requirements

• Minimum 2 years' experience training call center or customer support agents.
• Prior experience as a Customer Care Representative is an added advantage.
• Solid understanding of customer support ops, KPIs, QA practices, and workflows.
• Ability to develop training materials for products, processes, and systems.
• Coaching individuals and groups with feedback; partner with Team Leaders and QAs.
• Fluency in English and Bachelor's degree in Education, Training & Development.

🎁 Benefits

• Shape how hundreds of agents deliver world-class support.
• Culture of continuous learning and development.
• Equal opportunity employer with diversity and flexibility.
• Rolling applications with growth opportunities.