Job Description
We are looking for a Customer Service Trainer (m/f/d) to join our Shared Service Center in Lisbon. In this role, you will design and deliver high-impact, KPI-driven training programs in a virtual-first environment, supporting customer service agents across Europe and the US.
You will empower agents not only to follow processes, but to think critically, navigate SOPs and digital tools independently, and take full ownership of customer outcomes. Working closely with global stakeholders, you will contribute to building a scalable, data-driven learning culture that directly impacts performance and operational excellence. If you are passionate about developing people, driving performance, and making a global impact, join Team Orange!
YOUR ROLE AT SIXT
- You deliver engaging onboarding and upskill training sessions for SCC agents, primarily in a virtual English-language environment across Lisbon, Tulsa, and remote European teams
- You train agents to think critically and independently by teaching them how to navigate SOPs, leverage AI tools, and find the right solutions in live customer situations
- You coach agents to take full ownership of customer resolution, encouraging judgment and decision-making beyond standard procedures
- You ensure agents are fully work-ready from day one by applying clear exit standards focused on independence and performance, not just training completion
- You support the continuous improvement of training materials, e-learnings, SOPs, and job aids in close collaboration with L&D Programme Management
- You track training effectiveness, participant feedback, and KPI development while coordinating training plans aligned with recruitment cycles
YOUR SKILLS MATTER
- Training Expertise You bring hands-on experience as a trainer or facilitator in a Shared Service Center, contact center, or customer service environment; certification is a plus
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