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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 holder
- Proven 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.