Communications and Customer Service Trainer

CallTek Open · verified Sep 15, 2026

On-site General Santos City Full-time Mid-level Communications

Mid-level Communications role at CallTek. General Santos City · full-time.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

You’ll build and run training on communication, customer service, conflict resolution, and client relationships
You’ll lead classroom, virtual, and blended sessions while creating manuals, presentations, role plays, and e-learning
You’ll work with managers, team leads, and HR to identify gaps and tailor learning to business and client needs
You’ll measure results through feedback, assessments, and performance data, then coach learners and improve programs
You’ll reinforce service standards with operations and quality teams and conduct speaking assessments for applicants

What you bring

You’ll hold a bachelor’s degree, preferably in Education, AB English, or Mass Communication
You’ll bring at least one year of call center training experience
You’ll have strong spoken and written English plus facilitation, presentation, and listening skills
You’ll be proficient with Word, Excel, PowerPoint, and Outlook
You’ll be willing to work a shifting schedule

Who this fits

This onsite role suits someone who can facilitate training, coach employees, assess applicants, and collaborate with operations, quality assurance, leadership, and HR. You’ll be based in General Santos City and may travel to other sites for face-to-face training. A shifting schedule is part of the role.

From the employer

CallTek is a global leader in white-label technical support, trusted by technology operators worldwide for over 20 years. With 10,000+ professionals across nine countries, we deliver 24/7 engineering, software development, customer support, and field services. Backed by top security certifications and innovative AI solutions, we provide secure and seamless support for our partners. Join our growing team and build your career with us!

We are looking for a Communications and Customer Service Trainer.

Key Responsibilities

Training Design & Delivery

Develop, update, and deliver training programs focused on communication skills, customer service excellence, conflict resolution, and client relationship management.
Facilitate classroom, virtual, and blended learning sessions using interactive and engaging methods.
Create training materials such as manuals, presentations, role‑play exercises, and e‑learning modules.

Needs Assessment & Program Development

Partner with managers, team leads, and HR to identify training needs and skill gaps.
Customize training content to align with organizational goals, client expectations, and industry standards.
Stay updated on best practices in communication, customer service, and training methodologies.

Evaluation & Continuous Improvement

Assess training effectiveness through participant feedback, knowledge assessments, and performance metrics.
Recommend improvements to training programs based on evaluation results and business needs.
Track learner progress and provide coaching or refresher sessions as needed.

Collaboration & Support

Work closely with operations, quality assurance, and leadership teams to ensure training aligns with service standards.
Support employees with ongoing coaching, mentoring, and skill reinforcement.
Contribute to the development of customer service policies, scripts, and communication guidelines.

Other Responsibilities:

Assist the Recruitment Team during the hiring process by conducting speaking assessments for applicants.
Assist HR with company related activities and events.
Report any system issue immediately about the company infrastructure to IT.
Maintains detailed and current knowledge of CTC’s and client’s services and policies by attending meetings, on-going training sessions, and other professional development programs.
Ensures to Log-in on both DTR on time and checks company emails before and after shift.
Attend monthly socializations and support company wide activities
Maintains good conduct, ethics, and professional relations with colleagues and superiors.
May be required to travel to other sites to conduct face‑to‑face training.

Requirements

Qualifications:

Must have a Bachelor's degree, preferably in Education, AB English, or Mass Communication
With at least 1-year Call center Training experience.
Must have excellent oral and written English communication skills.
Must have excellent facilitation, presentation, and listening skills.
Proficient in using MS Office (Word, Excel, PowerPoint, and Outlook).
Must be Willing to Work on a Shifting Schedule .