David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Czech/Slovak-speaking Customer Care Trainer to join their Customer Support teams in Athens.
Position: Customer Care Trainer
Location: Athens, Greece
Employment type: Full-time
Remuneration: Base salary.
DUTIES AND RESPONSIBILITIES:
- Create, deliver and conclude trainings for new hires
- Develop continuous trainings for teams based on requirements
- Conducts scenario & role play based sessions for new and current customer advisors
- Observes targets and collect feedback for training purposes
- Build annual training program and prepare teaching plans for the team
- Develop or oversee the production of classroom handouts, instructional materials, aids and manuals
- Direct structured learning experiences and monitor their quality of the results
- Acclimate new hires to the business and conduct orientation sessions
- Assess training effectiveness to ensure incorporation of taught skills and techniques, such as objection handling and consultative selling techniques
- Periodically evaluate ongoing programs to ensure that they reflect any changes in the market and trends
- Stays informed about client processes, trends and strategy, as to recommends programs, trainings changes where appropriate
- Perform any other reasonable duties that may be requested by the Client or Direct Managers
- Take responsibility for own personal development.
- Understand and comply with all regulatory, fair-trading and competition rules and adhere to Health, Safety and Security responsibilities.
REQUIREMENTS:
- Native Czech verbal and written communication skills
- Fluent English verbal and written communication skills (C1)
- College degree or directly related work experience
- Essential minimum of 6 months call center experience
- Previous teaching or coaching/training experience would be an advantage
- Ability to travel for training purposes
- Good organization / time management skills
- Strong Sales skills
- Strong communication and very good listening skills
- Ability to organize, prioritize and multi-task.
- Effective management of time
- Ability to provide feedback in a positive, objective and supportive manner
- Able to effectively use Microsoft applications (i.e.: Word, Excel, PowerPoint, Project, Outlook etc)
- Ability to work with a variety of people from diverse backgrounds
- Ability to solve problems and offer suggestions
- Ability to influence behavior
- Ability to adhere to all organizational policies and procedures
- Coaching skills
- Must hold EU citizenship or valid work permit for Greece
- Be a local candidate or willing to relocate to historic Athens, Greece (office based position)
BENEFITS:
- Excellent remuneration package
- Permanent contract
- Private healthcare
- Relocation support with accomodation for employees from abroad
- Gym on-site with a Personal Trainer's support
- Retention bonus
- Meal cards
- Performance bonus
- A dynamic and creative team with positive and friendly atmosphere
- Guidance and tools to reach your full potential
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