Customer support trainer for Swedish fintech company
Customer support trainer for Swedish fintech company
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Job Description
The Trainer role is vital for delivering highquality preprocess and process training to new hires ensuring they are wellprepared for their roles. This position focuses on upskilling and updating the project knowledge of BAU teams using effective learning methodologies to enhance overall performance. By running PKTs and collecting evidence for knowledge improvement the Trainer contributes to continuous development and operational excellence. This role is crucial in maintaining a knowledgeable and proficient workforce supporting the organisations goals and ensuring a high standard of service delivery.We are currently seeking candidates who are fluent in Swedish German or Norwegian.
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 Training 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. To be updated on all process related 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:
Near native (interpreted as CEFR level C1) or native relevant market language and fluent English skills (B2 or better) in writing and speaking to understand documentation and log accurately in the client systems
Good communication skills 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 written and verbal communication skills
Must possess good presentation skills
Excellent Organisational and planning skills
Good understanding of Group Dynamics (diversity)
Experience in MSOffice applications like Word/Excel/PowerPoint Analytic and Results Oriented
Strong experience in presentation skills
Experience in Customer Support/Customer
Relationship/Customer Service
2 Years experience as trainer in customer service environment
At least 1 year of working experience in a fintech banking or a related field is required for this position.
What we offer
Relocation package and full support in the relocation process
Working in an international environment
Career opportunities
Working in a place where new ideas and process improvement are always appreciated
Benefits health insurance teambuilding activities taxi services free gym etc.
Engage in additional sports and social responsibility activities
Flexible work schedule
Salary above the average level in Latvia
Professional training and excellent experience in customer care
If you believe this role is the right fit for you we encourage you to apply. We look forward to scheduling an interview with you soon.
Employment Type
Full Time
