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CS Training Manager


Location:
Berlin
Language(s):
Only English Required
Job Ref:
BN01
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Job Description
Would you like to become part of one of the fastest growing Fintech start-ups in Europe? Are you the ambitious and motivated team player our client is looking for? Then have a closer look at this:

The Company

Our client is one of the fastest growing Fintech start-ups in Europe based in the center of Berlin.

The Job

Being the manager of the customer service trainer team, your main focus will be a strategical point of view on the design and execution of the customer service training as well as delivering high class customer service training yourself. The main tasks include:

– Manage, support and develop a team of 12 customer service and quality coaches/trainers
– Improve customer service resolution and satisfaction rate by constantly improving the training provided to the customer service department
– Ensure training is provided and improved on all mediums (Elearning, offline training, trainer experience)
– Create a training environment which enables the whole department to constantly learn and develop
– Overseeing, maintaining the training material for onboarding, customer service and quality training
– Monitor and evaluate performance of training team based on KPIs
– Work closely together with the Head of Customer Service to make strategic decisions based on results
– Align training and coaching strategies with overall department and company goals

The Profile

– You have an excellent level in English (written/spoken) + any additional European language would be a plus
– You have min. 8 – 10 years of experience as customer service trainer/coach within a fast pace driven customer service department
– You have a strong experience in designing and executing training to customer service departments
– You have excellent people management skills
– You have deep knowledge within key customer service topics and a hands-on attitude
– You know how to deliver excellent customer service to your customers
– You have excellent stakeholder management skills
– You are an analytical and strategic person
– You are stress resilient
– You enter the office in the morning with an extra smile

The Offer

– Salary based on level of experience + additional benefits
– Working for one of the most exciting fintech startups in Europe
– Company with flatten hierarchy
– Office located in the city center of Berlin
– Start date: ASAP, to be discussed
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Salary Indication
depending on experience
Requirements
The Profile

– You have an excellent level in English (written/spoken) + any additional European language would be a plus
– You have min. 8 – 10 years of experience as customer service trainer/coach within a fast pace driven customer service department
– You have a strong experience in designing and executing training to customer service departments
– You have excellent people management skills
– You have deep knowledge within key customer service topics and a hands-on attitude
– You know how to deliver excellent customer service to your customers
– You have excellent stakeholder management skills
– You are an analytical and strategic person
– You are stress resilient
– You enter the office in the morning with an extra smile
Responsibilities
The Job

Being the manager of the customer service trainer team, your main focus will be a strategical point of view on the design and execution of the customer service training as well as delivering high class customer service training yourself. The main tasks include:

– Manage, support and develop a team of 12 customer service and quality coaches/trainers
– Improve customer service resolution and satisfaction rate by constantly improving the training provided to the customer service department
– Ensure training is provided and improved on all mediums (Elearning, offline training, trainer experience)
– Create a training environment which enables the whole department to constantly learn and develop
– Overseeing, maintaining the training material for onboarding, customer service and quality training
– Monitor and evaluate performance of training team based on KPIs
– Work closely together with the Head of Customer Service to make strategic decisions based on results
– Align training and coaching strategies with overall department and company goals


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