Customer Trainer

2 days ago

Johannesburg, South Africa Motivity (PTY) Ltd Full time

**Job Role Profile**
- Sort, accumulate and analyse information about a particular training-related situation / need to assist with problem solving
- Gather information and research to identify training needs within the relevant business units, making use of the framework provided
- Address requests for training / problems that arise on a case-by-case basis, ensuring an optimal balance between the response to the

situation, the cost of that response, and the core purpose of the organisation
- Deal with training requests / problems identified timeously and efficiently
- Follow clear and linear procedures to diagnose and solve problems that are not always obvious
- Provide information and knowledge as required to resolve problems

**Programme Design**
- Support the Product team in course material design in line with NQF, HR, Brand and function requirements
- Generate different options to address the training need identified, evaluate possible methods to meet the need, and select the most

appropriate
- solution in terms of enhanced effectiveness and efficiency, and reduced cost
- Tailor training interventions to suit the problem / need identified (within defined parameters)
- Make use of available resources to solve the problem / address the need
- Liaise with Training Materials Development and update and refine training course material as required

**Training Implementation**
- Deliver training initiatives to customer according to the training plan
- Travelling to various regions is required
- Plan the delivery of each training intervention in terms of activities, resources, timelines, follow-up dates, etc
- Work consistently according to standard operating procedures and quality standards
- Ensure each customer who participates in the training sessions has the correct technical competency to meet area requirements

**Training Effectiveness and Quality**
- Measure, assess and evaluate the effectiveness of training delivered
- Ensure quality standards are met and maintained
- Understand and communicate the consequences of not maintaining quality focus
- Identify processes and procedures where the quality of training delivered may be improved

**Customer Satisfaction**
- Ensure all customer queries are attended to and resolved within agreed SLA’s
- Ensure that customer specifications are met and that the customer is satisfied with the end service
- Weigh up the pro’s and con’s of each solution to provide the best service to customers
- Consider the implications of actions to be taken for the customer / the effect of actions on the customer
- Provide advice on the best approach to reach the best results
- Provide input into the best training intervention to meet customer requirements
- Deliver first time right service excellence
- Deliver change and continuous improvement as an important element of service delivery
- Support identification of trends/ patterns pertaining to customer requests and needs to continually improve all aspects of service

Knowledge / Information Management and Reporting
- Report monthly / weekly on training delivered
- Support long-term sustainability of internal know-how capture and internal training skills
- Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated to

facilitate on-going planning
- Report on the effectiveness of training sessions

**Education**:

- Certificate in EDT Practices or equivalent qualification in Training and Development
- Minimum tertiary qualification
- Diploma in related field

**Experience**:

- At least 2 years training experience

Driver’s license essential

**Job Type**: Permanent

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

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