Customer Trainer - Johannesburg, South Africa - Motivity (PTY) Ltd

Motivity (PTY) Ltd

Verified Company

Johannesburg, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

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Job Role Profile

Sort, accumulate and analyse information about a particular trainingrelated 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 casebycase 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, followup 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 longterm sustainability of internal knowhow 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