CRM Trainer

The CRM / Customer Service Trainer is responsible for designing, delivering, and continuously improving training and coaching programs for Agents and Supervisors across Dealership Operations, Mobility Services (Rental, Leasing, Limousine), and After Sales functions within AGMC. The role acts as an Onsite Coach, embedding with operational teams to drive performance improvement through structured training, real-time coaching, and capability development across processes, systems, soft skills, and sales techniques.

The role also owns learning governance through LMS administration and compliance training coordination.

• Design and deliver onboarding, refresher, and advanced capability programs for contact center agents and supervisors.
• Act as an Onsite Coach by providing daily floor-walking, live call coaching, and side-by-side support to improve individual and team performance.
• Develop and maintain training materials covering business processes, CRM systems, call handling standards, and customer journey flows.
• Provide structured soft skills training including communication, empathy, objection handling, negotiation, and conflict management.
• Train agents on sales, cross-sell, upsell, and conversion techniques aligned with AGMC business objectives.
• Plan and conduct role plays, simulations, and scenario-based learning sessions.
• Evaluate training and coaching effectiveness through assessments, call monitoring, and operational performance data.
• Identify skill gaps and work closely with QA and Operations teams to design targeted coaching and remediation plans.
• Ensure training content remains aligned with AGMC and OEM policies, regulatory requirements, and brand standards.
• Support rollout of new systems, products, campaigns, and process changes through structured training and coaching interventions.

• Bachelor’s degree in business, Customer Strategies, HR, or related field preferred.
• Strong presentation, facilitation, and coaching skills.
• Knowledge of CRM systems, LMS platforms, and contact center technologies.
• Strong understanding of sales, service, and customer experience methodologies.
• Ability to analyze performance data and adapt training and coaching approaches accordingly.
• Organized, structured, and detail oriented.
• High level of ownership and independence in managing learning activities.
• 3+ years of experience in contact center operations or training, preferably in automotive or mobility sectors.
• Experience in training and coaching both frontline agents and supervisors.
• Experience managing LMS platforms and compliance training preferred.

Please note only shortlisted candidates will be contacted. Thanks for your interest in joining us!