Customer Service Trainer/Facilitator

About Quanterra Institute

Quanterra Institute is a premier education and training institution in Singapore, dedicated to advancing expertise in customer service and client relations. We provide industry-relevant training that equips professionals with customer engagement techniques, service excellence strategies, and communication skills to enhance customer satisfaction and business success. Our curriculum is designed to help individuals and businesses deliver outstanding customer experiences through effective service management and professionalism.

Job Description

We are seeking dynamic and experienced trainers, facilitators, and course developers to join our team. This role involves designing, developing, and delivering customer service courses that are practical, industry-focused, and aligned with modern customer experience standards. The successful candidate will be the lead trainer for the courses they develop and will be given priority to train across all course runs.

Key Responsibilities

• Develop and update course materials for customer service training.
• Facilitate and conduct training sessions both on-site at Tanjong Pagar and online through e-learning platforms.
• Engage with students to ensure a conducive and interactive learning environment.
• Monitor and evaluate the effectiveness of training programs and implement improvements as needed.
• Collaborate with the Quanterra team to enhance the overall training experience.

Course Topics Include (But Not Limited To):

• Fundamentals of Customer Service Excellence
• Effective Communication and Active Listening Skills
• Handling Customer Complaints and Conflict Resolution
• Building Strong Customer Relationships
• Delivering Personalized and Professional Service
• Customer Service in Digital and Omnichannel Environments
• Service Recovery Strategies and Problem-Solving Techniques
• Emotional Intelligence and Managing Difficult Customers
• The Role of Technology in Enhancing Customer Service
• And many more within the customer service and client relations domain.

Remuneration

• Daily rate: $480 - $1200, with revenue-sharing incentive bonuses based on performance.

Preferred Qualifications and Skills

General Qualifications:

• Prior experience in training, facilitation, or education in customer service, hospitality, or client relations.
• Excellent presentation, communication, and interpersonal skills.
• Passion for teaching and sharing knowledge with students.
• ACLP certification (Advanced Certificate in Learning and Performance) is advantageous but not required.
• Must be legally eligible to work in Singapore.

Specific Skills and Expertise:

• Strong expertise in customer experience management, service recovery, and customer engagement strategies.
• Proficiency in handling complaints, service professionalism, and conflict resolution.
• Experience in hospitality, retail, corporate service, or customer success management.
• Industry-recognized certifications in customer service or service management, such as Certified Customer Experience Professional (CCXP), Service Excellence Certifications, or Hospitality Training Credentials.
• Ability to design and develop structured, industry-relevant course materials.

Why Join Quanterra Institute?

• Competitive remuneration with performance-based incentives.
• Opportunity to be the lead trainer and shape the future of customer service education.
• Collaborative environment with a focus on continuous learning and development.
• A chance to empower professionals and businesses with essential customer service skills to improve client satisfaction and brand reputation.

How to Apply

If you are passionate about customer service education and service excellence, we would love to hear from you.

Apply via learn@quanterra.institute
Subject: Application for [Job Title] / [Your Name]

Join us at Quanterra Institute and be part of our mission to train the next generation of customer service professionals and service leaders.

Job Type: Freelance

Pay: From $480.00 per day

Work Location: In person