Customer Care Trainer

#One Group | One Power

We are Enerwave, member of HELLENiQ ENERGY and a leader in providing outstanding and innovative energy solutions. We operate with passion, being engaged in heart and mind to what we do, and we pride ourselves on offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, across multiple departments and areas of expertise.

We are currently looking for a Customer Care Trainer, who will be responsible for evaluating COPs training needs and creating and delivering a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides. Conducts all training sessions related to customer operations activities at a cross divisional level.

What will you do

• Liaises with managers to determine training needs and schedule training sessions.
• Conceptualizes training materials based on data and research.
• Conducts training sessions, provides feedback after training and supports and mentors new employees, assisting them to become acquainted with the basic policies of the company.
• Keeps attendance and other related records on training related aspects (attendance, evaluations, etc.).
• Prepares according training tests per module.
• Conducts agent performance evaluations through mystery calls and side by side listening so as to identify areas of improvement per agent, targeting to provide high quality of customer service.
• Monitors employee performance and learning agility related to training.
• Designs effective training programs based on COPs Department’s needs and regulation amendments.
• Proposes system and procedure enhancements targeting to enhance customer experience, customer engagement and loyalty.
• Designs system specifications of the online training platform in order to support the developing training needs of the COPs Department.
• Participates in company projects related to Customer Service, Customer Experience, Customer Retention & Loyalty.
• On-going self-development based on the evolutions of training methods, approaches and skillset.
• Prepares basic reporting on related tasks of the role.

What you need to be successful

• 2-4 years of working experience in relevant field
• Proven experience as corporate trainer
• Excellent command of English
• Excellent knowledge in MS Office (Word, Excel, PowerPoint)
• Understanding of effective teaching methodologies and tools
• Phenomenal communication, presentation and public speaking skills
• Willingness to keep abreast of new techniques in corporate teaching
• Critical thinking and decision making
• Excellent analytical thinking and procedures oriented
• Confident public speaker
• Excellent written and verbal communication skills
• Excellent communication & interpersonal skills

Our offer to you

• Competitive salary
• Performance-based variable pay 💰
• Ticket restaurant card 💳
• Transportation reimbursement ⛽
• Private Health Insurance coverage 🩺
• Pension Scheme
• Home electricity and natural gas discount ⚡
• Continuous learning & upskilling opportunities and access to our premium online training platform 📚
• Reimbursement for your athletic activities 🥈
• Wellness initiatives & benefits at the office

Enerwave will keep your personal information for a period of 2 years from the submission date, after which we will delete your personal data. Enerwave has the right to transfer your personal information to third parties to whom it has assigned services, which require the collection and processing of such personal data for candidate evaluation in the process of personnel selection.

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