Job Description

We are presently looking for a Customer Care Trainer to become a member of our Customer Care Team. Training responsibilities include developing and executing training for Customer Care Specialists globally, maintaining and evolving training frameworks, developing training materials.

In this role you will be

• Build out and maintain a comprehensive Customer Care Training Plan covering all essential topics

• Conduct New Joiner training, using the training framework and New Joiner onboarding docs and checklists as a guide.

• Develop a testing framework to confirm comprehension of training materials for Customer Care Specialists. This includes developing practice sessions and tests to validate the associate's understanding of the subject matter.

• Ensure new hires meet all KPIs outlined in the training plan and report progress to relevant stakeholders.

• Share daily or weekly progress reports with leadership, stakeholders, and managers to ensure transparency and accountability.

• Regular updates should be shared with relevant stakeholders to track the trainee’s development, highlight achievements, and identify any areas needing additional support.

• Contribute to the creation of training frameworks, including the organization of the framework and topics to be included.

• Create and keep training materials up-to-date, adding new products, processes, workflow, including guides, recorded sessions, and scripts.

• Create recorded training sessions and documents for topics related to Customer Care support processes, workflows, and tools, using standard script templates as a guide to ensure essential information is provided/provided in a consistent manner.

• Conduct regular refresher and upskilling sessions for existing team members including developing the training materials for these sessions.

• Assisting product manager in developing Level 1 training for product releases, demonstrating basics to set up, view and troubleshoot the product.

• Ensure new hires successfully complete the training plan, achieving all KPIs as indicated in the training plan, reporting progress and status to the hiring manager and your manager. Proactively identify training comprehension concerns early.

• Conduct Sales training related to Customer Care work, such as filling out case forms.

• Other training as needed including conducting training for Other Department to understand CC and support the end customers (if needed).

Qualifications

• Bachelor's Degree in Business Admin, Education, Management, related field or equivalent work experience. 

• Professional certifications such as CPTD (Certified Professional in Talent Development), Train-the-Trainer, or similar are a plus.

• A minimum of 2-4 years of experience in training, facilitation, or instructional design is preferred with overall experience of 5 to 7 years.

• Experience with LMS platforms, e-learning tools, or training in Customer Service is desirable.

• Experience with Learning Management System (LMS) platforms, e-learning tools, and customer service training is desirable.

• Excellent communication, listening, presentation skills and organizational skills. Proficiency in commonly used documentation and presentation tools (e.g., MS Office, Google Workspace, etc.).

• Strong self-starter attitude with the ability to work independently and proactively.

• Ability to assess employee progress and adapt training methods accordingly. 

• Demonstrated enthusiasm for learning and training, with a commitment to continuous improvement.

• Familiarity with latest technologies, automation tools, and AI-based training platforms or certifications.

• Ability to champion change, foster teamwork, and cultivate a positive and professional work environment.

• Strong sense of ownership, follow-through, and commitment to timely results.

• Experience working with remote teams.

• High attention to detail and a commitment to excellence and high standards.

• Excellent written and oral communication skills in relevant languages for the markets supported.

• Occasional travel to client sites, conventions, training locations, etc. 

• Video and/or entertainment background (would be an advantage).

• Project Management background or PMP certification is a plus.

Additional Information

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.