Customer Service Trainer
- Pietà, Malta Island
- Permanent
- Full-time
The CS Trainer plays a key role in ensuring that all Customer Service Agents are equipped with the necessary knowledge, skills, and tools to provide exceptional customer support. Trainers are responsible for designing and delivering training programs, onboarding new agents, and continuously improving training materials to enhance performance.Training & Development
- Continuously improve and deliver comprehensive induction training for all new hires in CS department.
- Conduct ongoing training sessions focusing on product knowledge, policies & procedures, soft skills, and best practices.
- Identify individual and team skill gaps, create development plans, and provide upskilling or refresher training as needed.
- Maintain and update training materials, Knowledge Base, and process documentation to reflect the latest company policies and industry standards.
- Work closely with the QA Team Lead to align training programs with quality monitoring insights and ensure agents meet performance expectations.
- Provide structured feedback to the QA Team Lead on areas where training improvements are needed based on quality checks and performance data.
- Serve as a knowledge resource for Customer Service Agents, offering guidance on handling customer inquiries effectively.
- Collaborate with the Team Leads to ensure that training aligns with process improvements and automation strategies.
- Participate in cross-functional projects aimed at enhancing customer experience, including chatbot enhancements and workflow optimization.
- Monitor training effectiveness by gathering feedback, tracking agent progress, and recommending improvements.
- Stay updated on industry trends, regulatory changes, and internal developments to ensure training remains relevant and effective.
- Any other tasks related to training, quality improvement, or knowledge development as assigned.
- Proven experience in Customer Service, within iGaming industry.
- Over 1 year of previous coaching or training experience.
- Strong presentation and facilitation skills with the ability to engage and educate adult learners.
- Excellent written, verbal, and interpersonal communication skills in English.
- Familiarity with chatbot automation tools (e.g., Ada) and quality assurance systems (e.g., EdgeTier) is an advantage.
- Strong customer service orientation, ensuring agents are well-prepared to handle inquiries efficiently.
- Ability to work in a fast-paced 24/7 environment and adapt to process changes.
- High level of attention to detail, organization, and problem-solving skills.
- Team player with the ability to interact professionally across departments and management levels.
- Private health insurance – because your wellbeing matters to us
- Wellness allowance – up to €300 per year
- Fresh and healthy free 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
- Company and team-building events – trust us, these are legendary
- Relocation package to Malta, including flight and two weeks of accommodation
- Opportunities and time off to engage into a volunteering event of your choice
- Various discounts and more – see for yourself!