Job Level: Mid-Senior Level
Employment Type: Permanent
Location Type: On-Site
Department: Customer Service
Reports To: Philippines Contact Center Support Team Leader

The Product Training Specialist plays a key role in ensuring call center agents are equipped with the necessary knowledge and skills to effectively support customers. This includes delivering in-person and virtual training sessions, demonstrating troubleshooting and product repair techniques, and educating agents on call center software. The specialist creates and updates training materials to reflect the latest product developments, collaborates on informative video content, and organizes training schedules. Additionally, the role involves gathering performance data to assess training effectiveness and providing recommendations to enhance agent productivity and training outcomes.

Key Responsibilities:
• Deliver in-person and virtual training sessions to call center agents, utilizing interactive and engaging teaching methods.
• Provide hands-on training to demonstrate troubleshooting and product repair techniques.
• Educate agents on the use of call center software and relevant operational tools.
• Create and regularly update training manuals, guides, and multimedia content to reflect product updates and new features.
• Collaborate on the production of informative video content to support learning.
• Organize and manage training schedules in coordination with the training manager to ensure smooth delivery.
• Stay informed on product developments and industry trends, updating training programs as needed.
• Gather and analyze performance data to assess the effectiveness of training and agent proficiency.
• Provide insights and recommendations to improve training outcomes and agent productivity.
• Collect feedback from trainees and stakeholders to enhance training materials and methods.
• Continuously review and refine programs to align with changes in products and processes.

What We're Looking For:
• Bachelor’s Degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 3 years of relevant experience, preferably in the appliance or call center industry.
• Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint, with the ability to create detailed reports and presentations.
• Strong communication and presentation abilities, with experience conducting engaging and informative training sessions.
• In-depth knowledge of LG TV, refrigerator, and washing machine products, including advanced troubleshooting and repair methodologies.
• Ability to train and guide others in the use of call center software, customer service tools, and related operational systems.
• Solid understanding of product features and benefits to enhance customer experience and technical support.
• Analytical mindset with a keen ability to assess product knowledge gaps and develop training materials to address them.
• Experience in video content production and e-learning platforms is an advantage.
• Proactive, detail-oriented, and self-motivated with a passion for fostering professional development and achieving organizational objectives.
• Relevant certifications in product training, instructional design, or similar fields are an advantage.
• Specialized training in customer service software or call center operations is preferred.

Why Join Us? We believe in fostering a culture of innovation, collaboration, and growth. As part of our team, you'll have the opportunity to work with cutting-edge technology and a diverse group of talented professionals. We offer competitive compensation, continuous learning opportunities, and a work environment that values your ideas and contributions.

Ready to Take the Next Step? Apply today and be a part of something bigger. We don't just build careers; we build futures.