Customer Service Training Specialist III

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Training Specialist

Location: Netherlands or Germany Customer Service Office

Position Summary :

Position reports directly to the European Resource Planning and Training Manager

and is responsible for the training of new Customer Service staff and running train the trainer sessions for our service partner. The role will provide training and coaching as needed to improve the general skill set of the team as well as providing fundamental management training for leads and supervisors. This position will serve as a consultative resource by presenting process recommendations to management and collaborate with the customer service operations to provide solutions to process problems detected in review, changes to or development of new processes

Key Responsibilities:

• Training will focus primarily on customer service skills including systems, procedures, and improving customer allegiance.
• Responsible for course development and maintenance of learning documentation
• Train employees regarding customer service procedures, basic job skills and customer service systems.
• Conduct various training sessions to meet operational needs (e.g. virtual and actual classroom sessions, on-the-job sessions, systems enhancements, refresher, technical and procedure changes).
• Develop curriculum and deliver training on all aspects of processes, including soft skills and technical skills.
• Organise and prepare all necessary training materials. Plan and coordinate training sessions in local call centre sites in conjunction with operational resource planning teams.
• Coaches and evaluates new hires while in training and counsels when necessary to address areas of improvement.
• Conduct needs assessment and analyses findings to identify training and employee development needs.

Minimum Requirements / Qualifications:

• A-Level/Degree educated (or equivalent)
• Training qualification would be desirable

Non-Negotiable Hiring Criteria:

• Must possess excellent people skills to be able to coach employees, relate well to various levels of the organisation and customers, work effectively as part of a team, and handle conflict effectively.
• Must possess the analytical skills and be detail oriented to create meaningful and effective programs, calculate and summarise results of needs analysis.
• Must have excellent written and verbal communications skills to write and deliver training and develop action plans.
• Must possess good presentational skills to maintain participant’s interest and achieve learning objectives.
• Must have strong organisational skills to work in a fast-paced environment handling multiple demands.

• Must be comfortable working in ambiguous and/or stressful situations
• Flexibility, demonstrated ability to change priorities quickly, and ability to work on multiple tasks at the same time
• All candidates must be able to speak and write English fluently and work across a European organization