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Call Center and Customer Support Trainer at Mediacrest Training College
JobSearch
Nairobi 🇰🇪 Kenya
Posted 3 days ago (2 Sep 2026) Deadline: 7 Sep 2026 Updated 2 days ago
How to Apply
Send your CV to: careers@mediacrestcollege.com.
Job Description
The Call Center and Customer Support Trainer will design and deliver training programmes for call centre agents, improving service quality, KPI performance and overall customer experience.
Qualifications & Requirements
- • Diploma or degree in Communications, Business, Public Relations or a related field
- • Minimum 3+ years of experience in customer support, call centre operations or quality assurance
- • Expert knowledge of customer service principles, KPIs, CRM, ticketing and telephony systems
- • Excellent communication, interpersonal and problem‑solving skills
Required Skills
Responsibilities
- • Develop training curricula and materials for call centre and customer support teams
- • Deliver classroom and virtual training sessions on service principles, communication skills and quality standards
- • Coach agents on handling difficult conversations and problem‑solving techniques
- • Assess trainee performance and provide feedback for continuous improvement
- • Monitor key performance indicators and recommend process enhancements
- • Collaborate with management to align training with organisational goals