Bi Lingual German Customer Service Trainer

You will train the agents to provide there customers with the best support possible - no query is too complicated, we will find an answer. There customers have a choice of channels, i.e call, email, chat and self-service. In total, they handle 25000 contacts per month, aiming for a 90%+ customer satisfaction rate. In a demanding environment, you will work with a lot of flexibility and autonomy .

Skills Requirements

• Training/coaching qualifications or equivalent.
• Excellent numeracy and literacy  Excellent customer service skills
• Good analytical, decision making and problem solving abilities
• Excellent written and spoken communication skills, in both English and German.
• Track record in training/coaching

Key Accountabilities

• To monitor performance and quality standard of all agents, ensuring all KPI’s are met.
• To be able to identify areas of concerns, conduct feedback sessions and set targets/expectations.
• To actively improve our training/coaching standards or identify new ways/approaches to training/coaching sessions.
• Handling the on boarding and development of any new joiners
• Develop and increase the knowledge of all agents by holding weekly/monthly best practice, soft skills workshops.
• Knowledge base/Training manual/Coaching manual management.

Elite Employment Dorset Ltd does not presently hold a Sponsorship Licence and while this status is reviewed regularly there is no present proposal to apply for such a Licence

You must be FLUENT in German for this role

Title: Senior Multilingual Customer Service Trainer

Location: Canary Wharf

Salary: £32-36K DOE

Our aim is to contact all successful applications within 5 days of receiving your application. Should you not of heard within 5 days, please feel free to contact us to confirm that your application has been received.

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Life insurance