Career Opportunities: Customer Service Trainer
The customer service trainer is responsible for training the customer relations executives. This position conducts on the job training, agent coaching and knowledge testing to execute the tasks assigned assigned on a daily basis. The trainer is also responsible for updating, enhancing and producing training materials, identifying and recommending ongoing/new training in alignment with customer service philosophy and business needs.
Assess training needs of agents.
Design, develop, update and deliver training.
Facilitate training programs for new and existing agents using a variety of instructional techniques and formats, such as role playing, simulations, team exercises, group discussions, videos, games, etc.
Conduct on the job training to ensure appropriate knowledge transfer and high customer service skills in alignment with departmental culture.
Conduct coaching sessions with trainees and supervisors to achieve high performance levels.
Monitor live calls to provide appropriate coaching to agents.
Support the design of new training plans and curriculum.
Performs basic training administrative functions (e.g. enroll in programmes, schedule trainings, reports individuals’ progress, generate training reports, identifies additional training needs).
Ensures that MistralPay provides the highest possible quality of customer service for employees.
Excellent verbal, written, and interpersonal communication skills.
Strong computer skills.
Ability to develop employees through positive motivation and training.
Excellent platform and delivery skills.
Ability to work independently in a fast-paced environment.
Ability to interact with management.
Dependable, great attitude, highly motivated and a team player.
Possesses strong organizational skills and attention to detail.
Ability to multi-task, meet multiple deadlines and handle pressure with tact and poise.
Ability to prioritize.
Be flexible and adaptive to new ideas and change.
Participate in special projects as needed.