Trainer
Location: Portugal, Porto
Job category: Operations
Language: English, Finnish, Swedish
Join us and help shape the future of customer service. As a Customer Service Trainer, you'll be the driving force behind our team's success. You'll design and deliver engaging training programs that empower our agents to deliver world-class customer experiences.
Key Responsibilities:
* Design and implement comprehensive training programs tailored to the needs of our customer service team;
* Effectively communicate complex product information, service procedures and customer handling techniques;
* Facilitate training sessions on soft skills such as active listening, empathy and effective communication;
* Assess trainee performance through regular evaluations and provide constructive feedback to improve their skills;
* Stay updated on industry trends and best practices, and incorporate them into training programs;
* Work closely with team leads and managers to identify training needs and measure the impact of training initiatives;
* Contribute to the development and maintenance of our knowledge base to ensure accurate and up-to-date information.
Required Qualifications:
* Fluency in English (C1+) is a must, if you have any other language in your curriculum that will be considered a plus;
* Proven experience as a trainer or similar role;
* A deep understanding of customer service principles and practices;
* Ability to tailor training materials to different learning styles;
* Strong organizational and time management skills;
* Proficiency in relevant training methodologies and tools.
What's in it for you?
* Salary based on your knowledge and experience;
* Access to internal and external training programs to continuously enhance your skills;
* Autonomous working in a position of responsibility;
* An international and friendly work environment in a multinational company.
What is life like at Transcom?
Transcom is a global multinational customer experience specialist providing consulting, customer service, sales, technical support and collections services through our extensive network of contact centers and remote agents.
We are customer experience specialists in over 69 contact centers in 26 countries, providing services in 33 languages to global brands in a variety of industries. Transcom is a company committed to equal opportunities between men and women.
At Transcom, we are strongly committed to our customers and to our team. Every day, someone starts his or her journey with Transcom, harnessing the current potential and transforming it into skills for the future. We are recognized for working hard, for working as a team, and for supporting each other.
We are Transcom - there is no limit to how far we can go together.