Customer Care Trainer

Why Join Us? It's More Than a Job in Retail, It's Your Story. At Public Group, we believe in the power of our people in a sustainable way. That's why we're not just focused on what you do, but who you become. We're committed to fueling your growth, because when you win, we all win. Imagine a place where you feel supported, valued, and empowered to make a real difference. A place where you can build a career you love, to leave your mark in our story! Public Group strategically invests to create an ecosystem of innovative scaleups around its core Omnichannel Retail business, with the objective to provide exciting customer experiences powered by operational excellence. We bring together technology, talent & entrepreneurship to create value in the Greek market & society. Our Omnichannel retail, in Greece and Cyprus, is the love brand Public, a Leading Omnichannel Home Living, Tech & Entertainment Retailer with long lasting heritage. Innovation is part of our DNA. Through our ecosystem of startups and organizations, - iRepair, Klarna, Douleutaras.gr, SVUUM, Bookvoice, BOX NOW, our tech PublicNEXT, Endeavour, Big PI, Metavallon, & Venture Friends - we offer pioneer services to our consumers. We operate 60 stores, 3 eShops and an ecosystem of digital properties such as: public ticketing, public business and bookfriends.gr. We are looking for a dynamic Customer Care Trainer to design, deliver and continuously enhance the training framework of our Contact Center, ensuring high service standards and operational excellence. Key Responsibilities: Training Design & Delivery Develop and continuously update training materials (manuals, e-learnings, quizzes) Deliver onboarding training programs for new hires Provide ongoing training, upskilling and reskilling for existing agents, including: Training Evaluation & Feedback Identify skills gaps at individual and team level Conduct call monitoring to ensure quality and effectiveness Measure training effectiveness and performance improvement Prepare progress reports and improvement recommendations Knowledge Base Management (PublicPedia) Manage and continuously update the procedures database (PublicPedia) Ensure all documentation remains accurate, up-to-date and aligned with operational changes Collaboration & Continuous Improvement Work closely with the Operations team to identify training needs Implement improvement initiatives to enhance Contact Center performance Contribute to a culture of continuous learning and development Requirements: Experience in Training and within a Contact Center environment Strong analytical skills with the ability to translate insights into action Excellent communication and facilitation skills Structured thinking and results-driven mindset Experience in developing training materials and delivering presentations What we offer: 💼 Competitive compensation & benefits package 💰 Performance-based bonus scheme 🧑⚕️ Comprehensive life & health insurance 🏡 Flexible hybrid working model – to support your work-life balance 🧡 Psychological support via a professional helpline for you and your family 🚀 Career growth opportunities in a role that evolves with you 🎉 Valuable experience in a well-known and fast-growing organization 📚 Continuous learning and upskilling through tailored programs 🏃🏽♂️ Employee Wellness Program – office Pilates & sports teams (padel, football, volleyball & more) 🚗 Alternative transportation with company shuttle buses to our offices 📲 Exclusive access to our employee app , OrangeGen, packed with tools, news & perks What Does OrangeGen Offer? 🔗 Connect : Engage with your colleagues and management seamlessly, ensuring you're always in the loop and part of our dynamic community. 🎉 Recognize : Celebrate achievements and milestones with a culture of recognition that boosts morale and fosters a positive work environment. 🏆 Custom Rewards : Enjoy personalized rewards and kudos, tailored to recognize your unique contributions and achievements. By joining us, you’ll be part of a forward-thinking company that prioritizes open communication, employee recognition, and personalized rewards. Are you ready to be the next #OrangeGen maker? Orange Gen, is our team of 2.200 people who are committed to cultivating an innovative retailtainment environment, supporting continuous development, and embracing flexibility—all while placing customer centricity at the forefront. We believe in fostering a culture that values your contributions, boosts your ambitions, and supports personal and professional growth. “Joy at Public” is our main motto which lies in creating a workplace where every individual is empowered to excel and evolve, always keeping the customer at the heart of our endeavors. We like to share our moments under the #OrangeTeam celebrating all team’s achievements and Orange Marks Stories! All applications will be treated with the strictest confidentiality.