Trainer - Customer Support (English)

We are seeking a passionate and experienced Customer Support Trainer to join our team. As a vital member of our training department, you will play a key role in developing and facilitating internal training programs for both new and existing personnel. If you have a knack for coaching, a strong understanding of training methodologies, and excellent communication skills, we invite you to apply for this exciting opportunity.

As a Customer Support Trainer, your responsibilities will include:

• Planning, developing, and delivering internal training programs for new and existing staff.
• Monitoring training effectiveness by measuring important factors and providing feedback to the training manager.
• Observing trainees' performance and providing clear feedback to help them improve.
• Coaching employees to enhance their skills effectively during training sessions.
• Designing and evaluating training and performance interventions, including pre and post-training assessments.
• Identifying reasons for underperformance and suggesting solutions to support both employees and production teams.
• Actively monitoring customer support calls, both recorded and live, and providing necessary feedback to agents.
• Maintaining familiarity with standard operating procedures and ensuring a thorough understanding of operations and the quality assurance process.
• Staying up-to-date on procedural changes to ensure effective training delivery and readiness to handle calls if required.
• Publishing daily, weekly, and monthly reports to stakeholders and keeping records of training conducted for each employee.

To excel in this role, you should possess:

• Must be EU passport holder
• Proven experience in a training role, preferably in customer support or a related field.
• Strong coaching and mentoring skills with the ability to provide constructive feedback.
• Excellent communication and interpersonal skills.
• In-depth knowledge of training methodologies and performance evaluation techniques.
• Familiarity with standard operating procedures and quality assurance processes.
• Ability to adapt to procedural changes and stay updated on industry trends.
• Exceptional organizational skills and attention to detail.
• Proficiency in using training management software and Microsoft Office Suite.