Customer Service Training Specialist (Parts & Service) M/F
Description
General information
Join our CFAO MOBILITY Division!
MEETING THE MOBILITY NEEDS OF BUSINESS & INDIVIDUALS
Mobility is one of the keys to development on the Continent.
We must constantly fi nd the most efficient mobility solutions for the greatest number of people.
Wherever we operate, we need to move from selling vehicles to providing mobility solutions for everyone.
Our Offer includes the complete automotive offering , including, two-wheelers, marine engines,coaches, lorries, handling equipment, tyres and spare parts.
Our production and assembly sites in Africa are a shining example of our commitment to actively support industrialisation in the region and creating an affordable offer.
We looking for a Customer Service Training Specialist (Parts & Service) M/F based : South Africa
Job description:
Position Purpose
The Customer Service Training Specialist (Parts and Service) is responsible for designing, developing, facilitating, implementing and maintaining high-quality training programs and learning materials for Toyota Customer Service Training for Service Advisors, Parts Staff and Customer-Facing Staff.
The role focuses on creating both instructor-led classroom training and digital learning content that supports employee competency development, improves customer satisfaction and ensures alignment with manufacturer standards, company procedures, and industry best practices.
Key Responsibilities
Training Needs Analysis
Conduct skills gap assessments for Service Advisors, Parts Staff and workshop personnel.
Engage with aftersales management, and operational leaders to identify training requirements.
Review aftersales business performance indicators and customer satisfaction scores to identify development opportunities.
Develop annual training content plans aligned to business objectives.
Customer Service Training Development
Develop, maintain and facilitate customer service programs for Service Advisors and customer-facing personnel covering:
· Customer Experience Excellence
· Service Advisor Skills
· Parts Advisor Skills
· Parts Staff Skills
· Communication and Relationship Management
· Business Performance Skills
Customer Service Content Creation
Service Advisor training guides
Parts Advisor training guides
Parts operation training guides.
Role-play scenarios
Customer interaction simulations
Workshop exercises
Online learning modules
Assessment tools
Coaching guides for managers
E-Learning Development
Convert classroom content into engaging online learning experiences.
Develop interactive e-learning modules using instructional design principles.
Create multimedia learning content including:
Videos
Animations
Scenario-based learning
Interactive assessments
Microlearning modules
Ensure content is compatible with the company Learning Management System (LMS).
Maintain content consistency, quality, and branding standards.
Learning Management System (LMS) Administration
Upload and maintain learning content on the LMS.
Manage learner enrolments and course structures.
Monitor learner completion rates and training compliance.
Generate training and competency reports.
Assessment and Certification
Design and facilitate competency-based assessments.
Develop practical and theoretical evaluations.
Measure training effectiveness through assessments and learner feedback.
Support technician certification and service advisor accreditation programs.
Continuous Improvement
Regularly update content based on:
New vehicle technologies
Manufacturer requirements
Customer service trends
Business needs
Industry best practices
Evaluate training effectiveness and implement improvements.
Research emerging learning technologies and digital training trends
Profil request:
Minimum Qualifications
Essential
Automotive OEM training certifications.
Instructional Design certification.
Training Facilitation qualification.
Assessor and Moderator qualifications.
Toyota Certified Service Advisor.
Toyota Parts certification.
Advantageous
Diploma or Degree in:
Education
Learning & Development
Instructional Design
Human Resources
Related field
Experience
Essential
3–5 years' experience in training content development.
Experience designing classroom and online learning materials.
Experience working with Learning Management Systems (LMS).
Automotive dealership or manufacturer training experience.
Parts sales and operational experience.
Experience developing Service Advisor and Parts training programs.
Experience with instructional design software such as Articulate i-Spring suite or similar tools.
Core Competencies
Instructional Design
Adult learning principles.
Curriculum development.
Training needs analysis.
Competency-based learning design.
Content Development
Training content writing.
Training material development.
Assessment design.
Multimedia content creation.
Digital Learning
LMS administration.
E-learning authoring tools.
Video and digital content development.
Behavioural Competencies
Communication
Excellent written and verbal communication skills.
Ability to explain complex technical concepts in a clear and engaging manner.
Stakeholder Management
Builds strong relationships with technical experts, management, and operational teams.
Customer Focus
Demonstrates a strong understanding of customer experience principles.
Planning and Organizing
Manages multiple projects and deadlines effectively.
Innovation
Develops creative and engaging learning solutions.
Attention to Detail
Produces accurate, high-quality learning materials with strong version control.
Problem Solving
Identifies learning gaps and develops practical solutions.
Adaptability
Responds effectively to changing technology, products, and business requirements.
Key Performance Indicators (KPIs)
- Training programs developed and launched according to plan.
- Number of customer service training courses created or updated.
- Parts staff certification and competency achievement rates.
- Service Advisor competency achievement rates.
- Learner satisfaction scores.
- Course completion rates.
- Customer Satisfaction Index (CSI) improvements linked to training interventions.
- Training content compliance with OEM and company standards.