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Customer Service Coach
Global Blue Slovakia s. r. o.
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Start date
upon agreement
upon agreement
Information about the position
Job description, responsibilities and duties
The position has 3 main aims:
1. Train and develop Customer Service team according the company´s standards
2. Be focused on Customer Service KPIs (SLA, quality)
3. Work as part of Customer Service team
Main duties:
- Train newcomers and existing CS team within defined SLA & quality standards
- Identify and constantly develop training needs and gaps (soft skills, knowledge, company´s and individual´s)
- Monitor and audit performance in terms of quality and quantity and provide regular feedback accordingly
- Focus on targeted development of the individuals
- Recommend training and personal development improvements
- Prepare, deliver and follow-up on trainings
- Analyse the current processes and propose improvements
- Prepare & develop training & development strategy for Customer Service
- Monitor the best practice in the training area and introduce it in the organization
- Communication and coordination with all team members, internal departments and local offices
1. Train and develop Customer Service team according the company´s standards
2. Be focused on Customer Service KPIs (SLA, quality)
3. Work as part of Customer Service team
Main duties:
- Train newcomers and existing CS team within defined SLA & quality standards
- Identify and constantly develop training needs and gaps (soft skills, knowledge, company´s and individual´s)
- Monitor and audit performance in terms of quality and quantity and provide regular feedback accordingly
- Focus on targeted development of the individuals
- Recommend training and personal development improvements
- Prepare, deliver and follow-up on trainings
- Analyse the current processes and propose improvements
- Prepare & develop training & development strategy for Customer Service
- Monitor the best practice in the training area and introduce it in the organization
- Communication and coordination with all team members, internal departments and local offices
Employee perks, benefits
- Interesting and challenging work in the international environment
- Opportunities for professional and personal growth
- Motivating company benefits (language courses, fitness & welness centre, teambuildings..)
- Opportunities for professional and personal growth
- Motivating company benefits (language courses, fitness & welness centre, teambuildings..)
Information about the selection process
Only selected candidates will be contacted.
Requirements for the employee
Candidates with education suit the position
University education (Master's degree)
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
- Proven Experience in delivering internal trainings, ideally in Customer Care
- Knowledge of training processes and procedures
- Language knowledge – fluent English (written and verbal), 2nd language is advantage
- High school diploma
- Knowledge of MS office
- Strong communication skills - verbal and written (pleasant style)
- Problem analysis and problem-solving
- Attention to details and accuracy
- Customer service orientation
- Organizational skills
- Team work
- Stress tolerance
- Knowledge of training processes and procedures
- Language knowledge – fluent English (written and verbal), 2nd language is advantage
- High school diploma
- Knowledge of MS office
- Strong communication skills - verbal and written (pleasant style)
- Problem analysis and problem-solving
- Attention to details and accuracy
- Customer service orientation
- Organizational skills
- Team work
- Stress tolerance
Advertiser
Brief description of the company
Global Blue is the expert on international traveller shopping and spending. Today, the strength of our organisation and global presence enables us to provide over 63 000 travellers with Tax Free Shopping services every single day and we quickly became the global leader in Tax Free Shopping, facilitating the process for both merchants and shoppers.
https://www.globalblue.com/corporate/about-us/who-we-are
https://www.globalblue.com/corporate/about-us/who-we-are
Number of employees
100-149 employees
Contact
ID: 1905578
Dátum zverejnenia: 23.1.2015
2015-01-23
lokalita: Bratislava Pozícia: Coach Spoločnosť: Global Blue Slovakia s. r. o.