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Employer: Arvato Services
  • Education - Training
  • Human Resources - Psychology
  • Job type: full-time
    Job level: Student/Graduate
  • Updated at: 08.09.2017


    • Organize and deliver Training (Soft skills, technical and non-technical) 
    • Work in European or worldwide projects focusing on Training optimization
    • Identify and recommend solutions for any identified issues with Business Process, Quality & Knowledge Management and Operational management (internal & external) Teams
    • Ensure consistency of Training Materials and knowledge management tool in close cooperation with the Knowledge Management Team 
    • Provide consultants and center management team with additional training to build on their service knowledge and career development
    • Conduct training needs analysis
    • Build on the consultants own inherent skills a customer service focus, ensuring they can portray a positive & professional image to the customer in every contact
    General day-to-day duties include:
    • Co-ordinate and schedule all ECCC training programs at ECCC site
    • Deliver and enhance existing training programs in line with industry leading best practices, liaising with internal/external subject matter experts as required
    • Provide induction training to new hire consultants within the required time scales and to documented standards, on modules that include but are not limited to:
      • Brand & History
      • Product Knowledge (Inc. new vehicle launches & market campaigns)
      • Policies and Procedures
      • Contact Centre Systems and Telephony
      • Information Resources – Find Answers, Brand intranets and websites
      • Agent soft skills with emphasis on Customer Care practices and procedures
      • Contact handling guidelines
      • Correspondence writing techniques
      • Data Protection
      • Technical diagnosis/repair (Technical Assistance Training)
      • Health & Safety
    • Provide ongoing & special training to consultants
      • Soft skills refreshers
      • Basic Selling
      • Decision Making
      • Case Management
      • Case Logging Best Practice
    • Conduct training assessments, produce analyze reports and make recommendations
    • Identify training needs and methods
    • Develop training packages using a variety of delivery methods
    • Evaluate the effectiveness of all training provided
    • Identify new training techniques and methods and utilize where appropriate
    • Provide on-job coaching, support and feedback to individuals
    • Highlight to the Human Resource Management Team any problems with the quality of new hire consultants entering training thereby improving the recruitment process.
    • Create structured reports and provide feedback to Senior Management posts
    • Carry out additional tasks as required from time to time and designated by Training Manager 
    • Technical degree preferred 
    • 3-5 years’ experience in a customer service environment
    • 2-3 years’ experience in teaching adults required
    • Automotive industry experience preferred
    • Knowledge of customer care best practices, tools and techniques is preferred
    • Ability to prioritize and balance own workload
    • Ability to establish strong business relationships with internal and external partners
    • Team player – helping the team to achieve objectives, identifying issues in an objective and factual manner
    • Ability to manage cross culture personalities and interactions
    • Ability to manage cross culture personalities and interactions