Customer service trainer senior


¢ 1 a 1,5 millones CRC


Publicado 11 Oct 2018

Call center

1 Vacante

Administración Educativa / Otras

Sector de la vacante:

Descripción general

The Costa Rica Shared Services organization is looking for a Customer Service Trainer with experience implementing & sustaining a Customer Service framework across the site. It is expected for this position to design, develop, implement, measure, control and sustain a Customer Service culture across the SSC. This process includes the creation, evolution and improvement of a Customer Service Culture that should develop skills & competences to shift focus on CS and ensure the satisfaction of our service across sit

Requisitos para aplicar

* 5-7 years of experience as a Customer Service Expert in a Contact Center /Share Service environment developing a Customer Service program to create a CS focus culture.
* Must demonstrate knowledge of adult learning principles and the ability to implement these principles into a training curriculum.
* Proficiency in curriculum development, training delivery and onboarding programs
* Strong People Skills, Technical and Analytical Skills
* Must have knowledge on training methodologies and design.
* Must have clear understanding of customer services approaches & KPI's
* Knowledgeable about existing and emerging training methods/tools
* Vast experience in assessing customer needs; quality standards for services and evaluation of customer satisfaction.
* Confident public speaker with excellent group facilitator/presenter skills, able to clearly communicate complex information.
* Facility to evaluate the output of Customer Service Agents against established guidelines, and communicate the results of this evaluation at a Managerial level.
* Ability to work under pressure with high performance teams and collaborative work culture
* Great command of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. English level C1 is a must.
* Ability to effectively communicate with Senior Management and Clients.
* Flexibility to change priorities based on business needs.
* Understanding of interactive tools such as Camtasia, InDesign, Captive among others.
* Previous teaching experience is a must.
* Knowledge on training metrics is required.

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