Customer Experience and IT Systems Trainer

Gauteng, Full Time Deadline: Not specified

Main job purpose

To do skills needs analysis, assess current skills, train on and develop soft skills, business operations, processes and IT systems to ensure a high performance (high performance network/ efficiency/ knowledgeable) workforce.

Main Objective

Train, develop and coach system users based on identified business system training needs resulting in a skilled and more efficient workforce whilst complying to standards and processes.
Conduct formative and summative assessments to monitor progress, achievement and shortcomings of learners and to evaluate the effectiveness of training.
Provide feedback to any learners declared not yet competent and recommend and guide on follow-up interventions to ensure that the desired level of competency is achieved.
Identify system, process and customer service shortcomings and suggest corrective measures to improve overall business efficiency.
Give input into and assist with the development of training material (CX and IT Systems) – Learner Guides and Quick Reference Guides including associated assessments, checklists, etc.
Provide professional, prompt and technically sound advise and support to customers and the PG Glass Network as and when scheduled or arranged.
Timeously and accurately complete administration tasks, statistics and reports to deliver a professional service and ensure effective record keeping
Any other reasonable work related task, activity that may be required from time to time.

Critical job requirements


Grade 12
Relevant IT Diploma


Digital Computing Devices
Computer Literacy
PG Glass Operational Systems and Practises
System Implementation and maintenance
Change Management Initiatives
MS Dynamics


IT Systems Skills
Assessment Skills
Facilitation and Presentation Skills
Problem Solving Skills
Communication Skills
Interpersonal Skills


5 -7 years of experience in a similar role
3 years’ experience in Training and System roll out