Customer Service Training & Business Process Specialist

Job Title:

Customer Service Training & Business Process Specialist

Job Description:

Customer Service Training & Business Process Specialist 

Job Summary 

We are seeking a Customer Service Training & Process Specialist to strengthen our Global Customer Service Business Process Excellence organization. This role is training-focused, while also providing secondary support for business process documentation and system alignment. The specialist will design and deliver effective training, ensure global consistency, and support teams in adopting processes and tools that enable exceptional customer experiences. 

Key Responsibilities 

Training Program Design, Delivery & Optimization (Primary Focus) 

• Work closely with customer service business process development and application managers, global business process owners and customer service leaders to understand training requirements. 

• Design, develop, and maintain global training content (manuals, eLearning, videos, workshops, simulations, quizzes) 

• Deliver engaging virtual and in-person training sessions adapted for diverse learning styles and regions. 

• Incorporate new processes, system updates, and organizational changes into training programs. 

• Collect and analyze feedback to continuously improve training quality and effectiveness. 

• Track training adoption, ensuring that learning objectives are being met and identify global skill gaps. 

Business Process & Systems Support (Secondary Focus) 

• Serve as a liaison between Customer Service teams and technical/application teams to ensure training, process documentation, and system support remain aligned. 

• Identify training gaps through monitoring of SAP transactions and frontline feedback. 

• Support SAP enhancements and upgrades (requirements validation, testing, process documentation, training updates). 

• Create and maintain global Customer Service process documentation. 

• Support ad hoc reporting as needed. 

Continuous Improvement & Operational Enablement 

• Recommend process improvements informed by training outcomes, system usage trends, and frontline insights. 

• Collaborate with leaders to assess competency needs and define training or documentation requirements. 

Qualifications 

Required 

• Bachelor’s degree in business, Education, HR, or equivalent work experience. 

• 2-year experience in Customer Service business process support. 

• Proven experience designing or delivering training programs. 

• Familiarity with modern training methodologies and adult learning principles. 

• Strong communication, facilitation, and presentation skills. 

• Proficiency in Microsoft Office 

• Self-motivated and strong organizational skills. 

 

Preferred