Job Brief :
We are looking for a Customer Service Trainer to educate our customer service teams by conducting seminars and interactive courses.
Customer Service Trainer responsibilities include facilitating on-the-job coaching, developing educational material, and organizing training sessions for new hires.
If you are familiar with teaching soft skills like negotiation and problem-solving, we would like to meet you!
Ultimately, you will make sure our customer service representatives develop their skills and successfully address clients’ needs.
Required skills :
Bachelor of Science degree required, master's degree preferred,
At least 1year experience working as a trainer,
Call Center / Contact Center management experience,
Excellent PC knowledge including Microsoft Office and technical troubleshooting,
Excellent communication skills (oral and written),
Abilities to transmit professional knowledge,
Organisational skills and ability to meet tight deadlines,
The ability to set priorities.
Schedule : Sunday Thursday
Available to work night shifts (US Schedule)
Ensure new hires take on basic sales training courses, including, communication and troubleshooting skills,
Responsible for training, managing, and monitoring agents so that they have the skills and knowledge to meet customer service objectives,
Maintain updated records of training curricula and material,
Organize classroom-style seminars about product features and case solving techniques,
Daily monitoring and assessing of individual and team performance,
Establish metrics and reporting statistical performance levels related to the contact center,
Responsible for motivating agents with strong coaching experience in a fast-paced, dynamic call center environment,
Develop a culture of continuous improvement by establishing and maintaining an environment where new ideas and solutions are encouraged, evaluated, quantified and implemented,
Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases).
Employee referral bonuses;
Private medical insurance;
One month start-up training;
A 7card Subscription;
The opportunity to take your career to the next level and apply for a middle / upper management position in CGS;