Customer Support Trainer - Norwegian - Riga
Customer Support Trainer - Norwegian - Riga
Posted on :
28-08-2024
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1 Vacancy
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Job Description
Position: German Customer Support Trainer
Location: Riga Latvia (onsite)
Employment type: Fulltime
DUTIES AND RESPONSIBILITIES:
- Plan develop and facilitate internal training for new and existing personnel
- Provide support to the training manager in establishing measuring and monitoring key training metrics
- Monitor progress of trainees and coach for improvement
- Provide clear and concise assessments of trainees progress and overall performance during training
- Provide constructive coaching and feedback to associates
- Train effectively and efficiently
- Design and evaluate training and performance interventions (pre and post training assessment)
- Identify performance gaps causes of performance gaps and provide solutions to the training and production teams
- Actively monitor calls by listening to the agents calls (Recorded / live) and share required feedback
- Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process
- Stay up to date with all processrelated information for training purposes and available to take calls to keep in touch with operations
- Publish daily / weekly / monthly reports to stakeholders
- Maintain historical data for the associates trained
REQUIREMENTS:
- Excellent verbal and written communication in C1 Norwegian and B2 English
- At least 2 years of BPO/call centre experience as a trainer
- At least 1 year of working experience in a fintech banking or a related field
- Excellent public speaking and communication skills
- Willing to relocate to Riga or already residing there
- Capable to work flexibly in a team environment driven by the motto that together everyone achieves more
- Experience in handling a portfolio with customer services programs (experience with retail programs is an advantage)
- Excellent organizational and planning skills
- Good understanding of group dynamics and diversity
- Experience in MS Office applications like Word/Excel/PowerPoint
- Analytic and resultsoriented
- Experience in customer support/customer relationships
OFFER:
- Relocation support
- 8 hours shifts within time frame of 9 AM 9 PM Monday Friday
- Paid startup training and professional development sessions
- A dynamic and diverse job in a pleasant and modern environment
- Opportunities for personal and professional development
Employment Type
Full Time
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