Genius Hub

Customer Experience/Service Trainer

New

Job Summary

The ideal candidate will be tasked with training of the customer service team (shops, call center, retention team), New induction training, coaching etc.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description

Genius Hub is a recruitment Firm that specializes in talent search and placement of highly skilled individuals we are looking for a highly motivated and knowledgeable individual for our client as a Customer Experience/Service Trainer.


Job Description

Our client is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy.

They provide distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy and is looking for a self- motivated and qualified Customer Experience/Service Trainer.


Key Responsibilities

 Identification of training needs, crafting them into workable training and subsequently executing the training;

 Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance;

 Develop digital and print educational material e.g. videos and manuals;

 Organize classroom-style seminars about product features and sales techniques;

 Conduct role-playing activities to develop interpersonal skills e.g. negotiation, teamwork and conflict management;

 Identify individual and team skills gaps;

 Schedule regular training sessions e.g. monthly or quarterly;

 Ensure new hires take on basic sales training courses, including communication and troubleshooting skills;

 Liaise with managers and encourage on-the-job coaching e.g. how to handle difficult client cases;

 Coordinate mentorship programs for new customer service representatives;

 Assess the impact of each educational course on staff performance and client satisfaction;

 Maintain updated records of training curricula and material;

 Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources;

 Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions;

 Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations;

 Engages in all sales- and service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities;

 Performs all other duties as required.

 

Skills

Reporting skills, attention to detail, deadline oriented, reporting research results, confidentiality, time management, data entry management.


Requirements

 A Bachelor’s Degree in Business Administration or any related field;

 Proven working experience in customer service or call center/shops training of a minimum of 2 years;

 Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire staff;

 Excellent Computer literacy in Microsoft applications;

 Ability to develop training and methodology programs that are unique to the organization’s goals, values and mission statement;

 Ability to problem solve;

 Strong analytical and decision making skills;

 Self-development skills;

 Ability to multi-task, prioritize, and a manage time effectively;

 Flexible with movement, agile, self-driven, good at planning and organization.

 

Interested applicants should send their applications, CVs and academic documents to geniushub@kskassociates.net not later 25 th May 2019 for the attention of the Recruitment

Director. Please Quote Reference GH2019/029.

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