Customer Experience Trainer at PG Group

Main job purpose

• To do skills needs analysis, assess current skills, train on and develop soft skills, business operations, processes and IT systems to ensure a high performance (high-performance network/ efficiency/ knowledgeable) workforce.

Main Objective

• Train, develop and coach system users based on identified business system training needs resulting in a skilled and more efficient workforce whilst complying to standards and processes.
• Conduct formative and summative assessments to monitor progress, achievement and shortcomings of learners and to evaluate the effectiveness of training.
• Provide feedback to any learners declared not yet competent and recommend and guide on follow-up interventions to ensure that the desired level of competency is achieved.
• Identify system, process and customer service shortcomings and suggest corrective measures to improve overall business efficiency.
• Give input into and assist with the development of training material (CX and IT Systems) - Learner Guides and Quick Reference Guides including associated assessments, checklists, etc.
• Provide professional, prompt and technically sound advise and support to customers and the PG Glass Network as and when scheduled or arranged. 
• Timeously and accurately complete administration tasks, statistics and reports to deliver a professional service and ensure effective record keeping
• Any other reasonable work related task, activity that may be required from time to time.   

Critical job requirements
Qualification(s)

• Grade 12
• Facilitator
• Coaching
• Assessor
• Relevant IT Diploma  

Knowledge

• Digital Computing Devices
• Computer Literacy
• PG Glass Operational Systems and Practises
• System Implementation and maintenance
• Change Management Initiatives
• MS Dynamics  

Skills

• IT Systems Skills
• Assessment Skills
• Facilitation and Presentation Skills
• Problem Solving Skills
• Communication Skills
• Interpersonal Skills  

Experience

• 5 -7 years of experience in a similar role
• 3 years' experience in Training and System roll out