Customer Service Trainer (portuguese Speaking)

Customer Service Trainer (Portuguese Speaking)

As a Customer Service Trainer (Portuguese Speaking), you will join the Training team, whose role is to ensure that all Portuguese Customer Service teams provide exceptional service by coaching, mentoring and delivering training/daily support to new and existing Customer Service Agents in the Portuguese Market.

In this role, your main missions will be:

1. Responsible for the induction training of all new Customer Service Agents, from inception to delivery especially for agents in the Portuguese market.
2. Coordinate mentorship programs for new Customer Service agents.
3. Timely provide feedback on the progress of new starters to Team Leaders and management.
4. Design and implement skills and knowledge tests for all levels of seniority within the Customer Service Agent population.
5. Continuously assess and identify individual and team skills gaps and conduct training sessions, workshops, role-playing activities as well as "on the job" coaching to cover the needs.
6. Continuously develop, revise and maintain teaching material and techniques to ensure its relevance, accuracy and effectiveness. Involve the experts in the creation of the training content and in the delivery whenever possible.
7. Test all trainees to measure progress and track and report training methods success.
8. Provide support to all Portuguese Customer Service Agents when it comes to knowledge, processes & procedures needed to handle customer queries as well as answer "how to" questions.
9. Stay up to date at all times with new product features, new Customer Service tools, ongoing promotions, offers, existing and circumstantial processes.
10. Participate in regular meetings with the other stakeholders for topics that touch Customer Service and Customer Experience.
11. Maintain and manage all CS knowledge assets including (but not limited to) the CS Knowledge Base in an effective manner so that every employee in the department has the required and confined access to the needed information.
12. Proactively look for ways to improve and/or reshape existing processes in order to enhance the Customer Experience and/or to reduce the number of inbound contacts.
13. Take part in, and sometimes lead, various projects with the Customer Service Department.
14. Any other tasks as assigned by the company.

We are looking for passionate and curious professionals who bring kindness and a touch of enthusiasm!

This job is for you if you:

• Have experience in the Industry, especially in Customer Service.
• You are fluent in Portuguese and English.
• Have a strong command of Microsoft Office.
• Possess strong communication and interpersonal skills.

What can you expect? Travel & Leisure benefit up to €600 per year, Fitness benefit up to €30 per month, Meal allowance, Private health insurance after 6 months of employment, Private pension scheme after 6 months of employment, Relocation package, Hybrid work arrangement from Malta, Possibility to work remotely from home country for a few weeks per year, Constant focus on skills development with a personalised annual training program, Career development in an international environment.

Indefinite contract, available immediately in Sliema, Malta Betclic Group - Tagliaferro Business Centre, Level 3, Gaiety Lane, Sliema SLM1551, Malta