Internal Job Opening - Customer Care Trainer
Tech4s Group
- Saint Julian's, Malta Island
- Permanent
- Full-time
- Own the daily report of the department and improve it if needed
- Monitoring that our services remain compliant and responsible and flag potential risks with management
- Leading and the following up the projects you’ll be responsible for
- Analysing incoming traffic and being proactive
- Providing guidance and regular feedback to help individuals to exceed objectives
- Developing and delivering the induction training for all new CC employees
- Delivering training sessions and workshops covering specific areas highlighted as a training need
- Identifying individual and team skill gaps, creating development plans, delivering refreshment training and up-skilling agents to be fully competent at the end of probation
- Creating and maintaining training tools such as training handbooks, knowledge base, processes, manuals and workshops
- Working closely with all internal teams and departments to ensure that the CC team provides the highest quality and is in line with regulations and process
- Handling more complex customer service cases that require investigation
- Liaising with game providers to find solutions to game issues
- Investigating, resolving and analysing issues in an urgent manner
- Extensive experience in CC
- Strong knowledge in the CC department in order to train and explain clearly to agents
- Hands on, in order to deliver the best training and interaction with others
- Excellent written, verbal and interpersonal skills in English and French
- Organizational skills
- Ability to perform well under pressure
- Ability to work independently as well as working as part of a team
- Ability to interact with peers, senior management, and external partners in a professional manner
- Previous coaching/training experience will be considered an advantage
- At least 3 months service in the Group
- Performance Appraisal rating equals or above 3
- Fluency in French & English both oral and written