Customer Service Coach / Trainer

Global Blue Operations Centre Bratislava has the responsibility for Processing, Customer Service, Refund Payments and other back office activities. It has developed quickly to 230 employees and besides other activities, it currently covers contact with our customers in 7 different languages. Right now, we are looking for the most enthusiastic and skilled trainer who will coach the team to provide our customers with the best service possible.

The position holder will have the responsibility to develop customer service representatives to meet highest standards. We are looking for an experienced Coach to support Global Blue Customer Service Supervisors and Manager in the representatives’ on-boarding process and continuous development in order to achieve and maintain a stable and high-performing team with the focus on the service excellence, efficient contact handling and process & system improvement.

Main duties and responsibilities
• Providing on the floor / onsite training and coaching to the staff
• Preparing and delivering induction training to new starters
• Providing regular face to face feedbacks with representatives and providing feedback on coaching sessions and audits results
• Close cooperation with the Supervisors to improve performance of agents
• Creating ad hoc trainings according to business needs and gaps identified during coaching sessions
• Preparing inputs for staff meetings and performance evaluation meetings for supervisors
• Researching required information using available resources
• Providing valuable inputs for process improvement
• Participating on the hiring process
• Ensure that training materials are up to date and accurate
• Cross department cooperation by solving of complex issues and providing feedback to the team
• Other tasks assigned by the supervisor (e.g. solving technical issues of the team)

Reporting and collaboration:
• Customer Service Team – team members, supervisors and manager
• Operations Centre teams – team members, supervisor and manager
• Other Global Blue functions (e.g. Technology, Marketing, Head of commercials)

• Work in a stable international company
• Development and potential to grow
• Friendly atmosphere and informal company culture
• Benefits such as:
- Language Courses
- Sports (gym, swimming pool, squash, aerobic etc.)
- Wellness & massages
- Additional 2 days off per year
- Sick days
- Company library
- Teambuilding, Team events, Christmas party
- Birthday present
- Employee referral program
- Employee suggestion program
- "Fruit day"
and more..

If you are interested in this role please send us your CV in English. We can't wait to hear from you!