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Languages English > Fluent
Job number JO-190507-189880

Company overview

Our client is the first and largest all-you-can-read digital media platform that is being used by thousands of publishers to bring on-demand access to various digital contents/ stories to the consumers. As part of their expansion/ growth, they are looking to hire Account Managers at their office in Makati City, Philippines.

Job description

The Trainer will maximize product support representatives’ effectiveness by ensuring that they have thorough understanding and knowledge of products and services. We are looking for experienced product trainers who can develop among the team highest level of competence by equipping them with necessary skills, techniques and best practices in customer service.

Requirements

Duties/Responsibilities
* Develop a framework and implement training programs, modules and materials on customer service in accordance with the business
standards
* Provide foundation skills training in customer service and continuous development program for agents
* Create scripts, spiels, and templates for utilization of the agents in accordance with company standards; including the employment of
quizzes, exams, mock calls, and other activities
* Keep up-to-date information regarding changes and development on product features, user-interface and services; and cascade such
information to the team members
* Track and record agents training activities and coaching logs; provide feedback, training reports, and recommendations to management
* Provide one-on-one training and daily coaching sessions to agents in coordination with Team Lead
* Create Performance Improvement Program (PIP) for low-performing agents as may be recommended by Team Lead and/or
management
* Conduct a random audit of call recordings, chat, and e-mail correspondences; send quality scores to Team Lead as part of the performance
evaluation
* Assess training needs, adopt learning styles and develop most effective approaches to deal with customers’ needs
* Take on other tasks or projects as may be delegated by management

Additional information

Qualifications:

* Completion or currently completing an undergraduate degree
* At least 3 years of relevant work experience in a Trainer’s capacity for customer service support or client relations
* Proficiency on the web, mobile technology including computers, software applications, e-learning platform, and other IT solutions is an
advantage
* Knowledge of management principles and familiarity with product, service and market trends, especially in regards to technology and
digital publishing (eBooks/eReading)
* Has to background on training methodologies and development programs in BPO and contact center industry
* Fluent in English with excellent oral, written and presentation skills
* Exhibits patience in educating, training and coaching individual members
* Impartial and can keep highly confidential information
* Experience with Salesforce, CRM system, Zendesk Suite (Support, Guide, Chat, and Voice) and other contact channels
 Willing to work on night shift or cyclical schedule

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