Join our journey as our new Customer Service Trainer in Nordic customer Service, Denmark🚀
About the position
We are seeking a passionate and skilled Customer Service Trainer to join our dynamic Customer Service team. This role is not just about training; it's about shaping the future of exceptional customer service.
Are you the hero we're looking for? As the Trainer in Customer Service, your missions will include:
- Facilitating onboarding programs for new agents, ensuring they are well-prepared and confident from day one.
- Conducting upskilling sessions for existing agents, enhancing their competencies and flexibility.
- Collaborating with the Nordic Learning Specialist to stay updated on best practices and training materials.
- Cultivate robust collaboration within the customer service management team, seeking key insights at all operational levels and staying attuned to our customers' needs.
- Adapting training sessions to accommodate diverse learning styles for a more engaging learning experience.
- Acting as a knowledge hub within the department, ensuring seamless communication of key processes and updates.
- Seize any opportunity to spread positive learning vibes and foster a great culture.
Ready to Shape the Future of Learning in Customer Service?
Success in this role entails enhancing agent skills, cultivating a high-performing culture, and delivering exceptional customer experiences. Key success factors include:
- Smooth onboarding that effectively prepares new agents.
- Upskilling increases team flexibility and efficiency.
- Engaging in training sessions that leave a lasting impact.
- Seamless knowledge transfer, keeping agents informed about updates.
- Strong collaboration with the leadership team to enhance training effectiveness.
You will also be responsible for ensuring that all training areas are fully prepared for a seamless experience. Your organised approach will include classroom training, e-learning, hands-on practice, side-by-side, and online facilitation.
About the Position
In this position, you will engage in daily routine customer service activities with your team and colleagues. When needed, the Nordic Learning or Operational Site Manager will assign you specific training tasks. This may vary from time to time.
This role enables you to influence our quality standards, ensuring efficiency and staying current with the latest knowledge, while keeping our employees well-trained throughout the department in close collaboration with team leaders, who will also train within their respective teams. When it comes to the daily work in your team, you will report to your team leaders, but when it comes to your Trainer skill you report to the local Operational Site Manager with a dotted line to our Nordic Learning Specialist.
Requirements:
- Many materials in Nordic Customer Service will be provided in English. You need to be skilled in understanding and preparing these materials for our future operations.
- It will be beneficial if you are close to being multi-skilled yourself.
Over time, we will ensure you are well-trained to become a trainer. However, there will be a learning phase during which we will collaborate with you to develop a new Trainer concept across all four of our customer service departments in the Nordics, where you will work closely on a variety of learning tasks.