Trainer - Customer Support (English)

Job description:

Description

We are seeking a passionate and experienced Customer Support Trainer to join our team. As a vital member of our training department, you will play a key role in developing and facilitating internal training programs for both new and existing personnel. If you have a knack for coaching, a strong understanding of training methodologies, and excellent communication skills, we invite you to apply for this exciting opportunity.

Requirements

As a Customer Support Trainer, your responsibilities will include:Planning, developing, and delivering internal training programs for new and existing staff.Monitoring training effectiveness by measuring important factors and providing feedback to the training manager.Observing trainees' performance and providing clear feedback to help them improve.Coaching employees to enhance their skills effectively during training sessions.Designing and evaluating training and performance interventions, including pre and post-training assessments.Identifying reasons for underperformance and suggesting solutions to support both employees and production teams.Actively monitoring customer support calls, both recorded and live, and providing necessary feedback to agents.Maintaining familiarity with standard operating procedures and ensuring a thorough understanding of operations and the quality assurance process.Staying up-to-date on procedural changes to ensure effective training delivery and readiness to handle calls if required.Publishing daily, weekly, and monthly reports to stakeholders and keeping records of training conducted for each employee. To excel in this role, you should possess:Must be EU passport holderProven experience in a training role, preferably in customer support or a related field.Strong coaching and mentoring skills with the ability to provide constructive feedback.Excellent communication and interpersonal skills.In-depth knowledge of training methodologies and performance evaluation techniques.Familiarity with standard operating procedures and quality assurance processes.Ability to adapt to procedural changes and stay updated on industry trends.Exceptional organizational skills and attention to detail.Proficiency in using training management software and Microsoft Office Suite.

Offer

Competitive salary and benefits package.Opportunities for professional development and growth.Dynamic and supportive work environment.Contribution to shaping the training culture of the organization.Chance to make a meaningful impact on employee performance and customer satisfaction.