Customer Support Trainer (German Speaking)
JSAN
- Budapest
- Állandó
- Teljes munkaidő
- Being a team player with a high level of communication and willingness to work with multiple teams to find solutions.
- Conducting Product, Process, Behavior, Motivation & Soft skills training.
- Design training content, consult stakeholders to find a suitable schedule for the training and impart training on Product, Service, Processes Systems, soft skills and mock call certification.
- Handling on floor training batches.
- Coordination of refresher training based on TNI's.
- Support Operations during transitions of various processes.
- Support Operations by ensuring that delivery teams are capable of meeting required KPI
- Conducting monthly client calibrations sessions.
- Preparing and administrating periodic performance reviews for agents.
- Conducting Job knowledge quiz for the Process.
- Providing Improvement suggestions around training delivery/content/deployment.
- Delivering throughput with minimum attrition
- Monitoring the agents performance post they are handed over to operations (0-30days)
- Owning agent development by identifying improvement opportunities, conducting refresher training and ensuring the effectiveness at least 85% of the trained population should improve.
- Self-call taking 2 hours per week
- Ensuring process PKQ once in a month along with his own/her own.
- Self-performance on Customer satisfaction
- Excellent verbal and written communication (German and English) in an international process
- Candidate must be college or vocational school graduates or possess comparable work experience.
- Excellent presentation and public speaking skills
- Ability to maintain a solution-oriented approach.
- Effective time management skills.
- Understanding of effective training methodologies and tools
- Shows flexibility/ownership & works under pressure situation.
- Ability to work within challenging environment with tight delivery timelines.
- Willingness to work in any shift.
- The candidate should have excellent problem solving capabilities and lateral thinking skills.
- Understanding of the Business situation and capability to address issues.
- Candidate should be open to change, Multi-tasking skills, Inter personal skills.
- Willingness to travel for short/long trips basis demand of business situations.
- Flexible working in shifts (07:00 to 19:00)
- Comfortable working from office
- Excellent Communication Skill
- Good interpersonal skills
- Excellent lateral thinking skills
- Willingness to work in any shift
- A role that offers a breadth of learning opportunities
- Flexible working options
- Opportunity within a company with a solid track record of performance