Customer Service Trainer

Immense Group View all jobs

  • Pietà, Malta Island
  • Permanent
  • Full-time
  • 3 days ago
Come and join our journey!At Immense Group, we are guided by our core values of passion, boldness, and integrity. We strive to create an environment where our people thrive, driven by a love for innovation and a commitment to delivering exceptional player experiences. If you’re passionate about training and mentoring people, bold in your approach, and act with integrity, we’d love for you to join our team as a Customer Service Trainer.A taste of what you’ll doA CS trainer will be part of a Team responsible for all Customer Service training & support, ensuring
that the Customer Service Agents provide the kind of service that builds high levels of customer
satisfaction.
  • Be the first point of contact for the Customer Service agents when they need assistance, guide
and educate them to ensure they are proactive and correctly solving customer queries * Develop and deliver the induction training for all new Customer Service agentsCreate and maintain documentation for various new and existing processes * Deliver training sessions covering specific areas such as product knowledge, policies & procedures, soft skills, quality and process issues
  • Identify individual and team skill gaps, create development plans and deliver ad-hoc
refreshment/ up-skill training to close these gaps * Create and maintain training tools such as training handbooks, manuals, multimedia tools, and various workshops
  • Conduct regular contact monitoring (quality checks) for the Customer Service agents, analyze the results and make recommendations to the CS Team Leaders for improving our service delivery
  • Work closely with all internal teams and departments to ensure that the Customer Service Team always provides the best quality of service to our customers
  • Any other task/responsibility which may be related and/or connected to the role of CS trainer
Who and what we are after?
  • Excellent presentation skills
  • Extensive experience working in Customer Service
  • Previous coaching/training experience or experience in being the point of contact for different types of escalations will be considered an advantage
  • Strong customer service orientation and commitment to providing outstanding services
  • Excellent written, verbal and interpersonal skills in English
  • In-depth knowledge of Casino and/or Sports betting/Poker
  • Willingness to work on shifts (24/7)
  • Ability to perform well under pressure
  • Ability to work independently as well as a part of a team
  • Ability to interact with peers, senior management and other departments in a professional manner
Employee benefits
  • Private health insurance – because your wellbeing matters to us
  • Wellness allowance – up to €300 per year
  • Fresh and healthy Breakfast & Lunch
prepared everyday in our penthouse kitchen – you can save up to €3,000 a year
  • Birthday leave – as we want you to celebrate your day
  • Performance bonus - based on your individual performance
  • Company and team-building events – trust us, these are legendary
  • Relocation package to Malta, including flight and two weeks of accommodation
Please take the time to read our Candidate prior to clicking ‘apply’.

Immense Group