Training Specialist

6 days ago

Gold Coast, Queensland, Australia beBeeTraining Full time $58,000 - $70,000
Job Overview

We are seeking an experienced Training Lead to facilitate our training activities in customer after-sales care for consumer electronics and home appliances.

The ideal candidate will be responsible for:

  • Facilitating new employee induction training, client-specific product training, system training, campaign information, and up-skilling existing employees.
  • Leading by example and demonstrating high-level leadership skills while in and out of the training room, being approachable, inspiring, motivational, flexible, receptive of feedback, and professional at all times.
  • Maintaining attention to detail through thoroughness and accuracy in daily work, consistently reviewing and ensuring follow-through over areas of responsibility, and setting high personal standards of performance.
  • Updating training documentation and other resources as required to ensure current and aligned with customer outcomes.
  • Making recommendations for training improvement and continuous improvement.
  • In conjunction with the Operations team, ensuring a smooth handover between L&D and Operations by supporting and coaching.
  • Planning activities efficiently and setting priorities to optimize use of time and resources, anticipating consequences from actions, thinking strategically, and planning for future situations to meet organizational and customer requirements.
  • Supervising day-to-day operations in the customer service department.
  • Responding to customer escalations in a timely manner.
  • Conducting daily/weekly call monitoring and coaching sessions with customer service representatives.
  • Meeting team KPIs and goals.
  • Identifying, foreseeing, and reporting problems in the existing system.
  • Reviewing CSAT daily and contacting unhappy customers to resolve valid concerns/issues.
  • Conducting team meetings and shift start/end huddles.
  • Coordinating with QA to ensure reps implement feedback.
  • Implementing company policies.
  • Creating and maintaining a professional environment in the contact centre.

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