Job Description
You will train the agents to provide there customers with the best support possible – no query is too complicated, we will find an answer. There customers have a choice of channels, i.e call, email, chat and self-service. In total, they handle 25000 contacts per month, aiming for a 90%+ customer satisfaction rate. In a demanding environment, you will work with a lot of flexibility and autonomy .
Skills Requirements
- Training/coaching qualifications or equivalent.
- Excellent numeracy and literacy Excellent customer service skills
- Good analytical, decision making and problem solving abilities
- Excellent written and spoken communication skills, in both English and German.
- Track record in training/coaching
Key Accountabilities
- To monitor performance and quality standard of all agents, ensuring all KPI’s are met.
- To be able to identify areas of concerns, conduct feedback sessions and set targets/expectations.
- To actively improve our training/coaching standards or identify new ways/approaches to training/coaching sessions.
- Handling the on boarding and development of any new joiners
- Develop and increase the knowledge of all agents by holding weekly/monthly best practice, soft skills workshops.
- Knowledge base/Training manual/Coaching manual management.
Elite Employment Dorset Ltd does not presently hold a Sponsorship Licence and while this status is reviewed regularly there is no present proposal to apply for such a Licence
You must be FLUENT in German for this role
Title: Senior Multilingual Customer Service Trainer
Location: Canary Wharf
Salary: £32-36K DOE
Our aim is to contact all successful applications within 5 days of receiving your application. Should you not of heard within 5 days, please feel free to contact us to confirm that your application has been received.
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Life insurance
Required skills