Customer Care Trainer

Are you experienced in corporate training of sales teams?

If yes, this is a chance to be part of Elpedison, the first independent energy utility in Greece, and a leader in providing outstanding and innovative energy solutions.

The Customer Care Trainer, will be responsible for evaluating department's training needs and creating/delivering a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides. The role also conducts all training sessions related to customer operations activities at a cross-divisional level.

Responsibilities:

• Liaise with managers to determine training needs and schedule training sessions.
• Conceptualize training materials based on data and research.
• Conduct training sessions, provide feedback after training and support and mentor new employees, assisting them to become acquainted with the basic policies of the company.
• Keep attendance and other related records on training related aspects (attendance, evaluations, etc) & prepare training tests per module.
• Conduct agent performance evaluations through mystery calls and side by side listening so as to identify areas of improvement per agent, targeting to provide high quality of customer service.
• Monitor employee performance and learning agility related to training.
• Propose system and procedure enhancements targeting to enhance customer experience, customer engagement and loyalty.
• Design system specifications of the online training platform in order to support the developing training needs of the COPs Department.
• Participate in company projects related to Customer Service, Customer Experience, Customer Retention & Loyalty.
• Prepare basic reporting on related tasks of the role.

Requirements

• A Bachelor degree
• 2-4 years of relevant working experience
• Proven experience as corporate trainer
• Excellent knowledge of MS Office (esp. PowerPoint) & knowledge-based platforms
• Understanding of effective teaching methodologies and tools
• Phenomenal communication, presentation and public speaking skills
• Willingness to keep abreast of new techniques in corporate teaching
• Critical thinking and decision making
• Excellent analytical thinking and procedures oriented
• Excellent communication & interpersonal skills

Benefits

• Competitive salary
• Ticket restaurant card
• Transportation reimbursement
• Bonus scheme
• Private Health Insurance coverage
• Pension Scheme
• Home electricity and natural gas discount
• Continuous learning and upskilling opportunities
• One extra day of paid time off
• Reimbursement for athletic activities
• Unlimited fruits and snacks at the office

About Optimal

Since 2005, Optimal has provided unparalleled, bespoke HR services to large organizations and SMEs operating in the EMEA region. We pride ourselves on delivering a 360° business support platform to our clients through 6 service divisions:

• Talent Acquisition 
• HR Strategy & Talent Development
• Learning & Development
• Workforce Management
• Recruiting
• Outplacement