Customer Service

1 semana atrás

Mato Grosso, Brasil Patrianna Tempo inteiro

We are seeking a passionate and experienced Customer Service & Player Ops Trainer to join our dynamic team. In this role, you will play a crucial part in ensuring our customer service representatives deliver exceptional service by providing comprehensive training programs and ongoing coaching. You will be responsible for designing, developing, and delivering engaging training materials and experiences that equip our team with the skills and knowledge needed to excel in their roles.

**RESPONSIBILITIES**:
**Training Needs Analysis & Curriculum Development**:

- Collaborate with the CS Training Manager, CS Management, and CS Operations to identify training needs and performance gaps.
- Develop and maintain a comprehensive training curriculum that aligns with business objectives and customer service best practices.
- Design and create engaging training materials, including presentations, handouts, e-learning modules, and interactive activities.

**Training Delivery & Facilitation**:

- Deliver new hire onboarding programs that provide a strong foundation in customer service skills, product knowledge, and company policies.
- Conduct ongoing training sessions to enhance the team's knowledge, skills, and performance.
- Facilitate engaging and interactive training sessions that cater to diverse learning styles.
- Provide timely and effective training on new products, services, and company initiatives.

**Coaching & Performance Support**:

- Provide coaching and feedback to new employees during their onboarding to support their development and success.
- Act upon feedback from team managers about the performance of customer service representatives to identify areas for improvement.
- Offer constructive feedback and guidance to enhance individual and team performance.

**Collaboration & Stakeholder Management**:

- Partner with HR, recruitment, and team managers to ensure a seamless and effective onboarding experience for new hires.
- Maintain open communication with stakeholders to address training needs and gather feedback.

**Continuous Improvement**:

- Stay up-to-date on the latest industry trends, best practices, and training methodologies.
- Evaluate the effectiveness of training programs and make adjustments as needed.
- Contribute to the continuous improvement of training processes and materials.

**PERFORMANCE MEASUREMENT**:

- Feedback surveys from trainees
- Quality Assurance Checks on trainees' performance
- Timely delivery of training, testing, and coaching sessions
- 360-degree evaluation

**QUALIFICATIONS**:
**Skills & Experience**:

- Proven experience in customer service & player ops training and delivery is highly desired. Experience of CRM training is also an added bonus.
- Excellent written and spoken English language skills.
- Excellent communication, interpersonal, and presentation skills.
- Strong instructional design and facilitation skills.
- Ability to create engaging and interactive training materials.
- Proficiency in e-learning development tools and platforms is a plus.

**Attributes**:

- Passion for teaching and developing others.
- Strong interest in training development and continuous learning.
- Positive attitude and role model behaviour.
- Excellent organizational and time management skills

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