Customer Care Trainer

#One Group | One Power

We are Enerwave, member of HELLENiQ ENERGY and a leader in providing outstanding and innovative energy solutions. We operate with passion, being engaged in heart and mind to what we do, and we pride ourselves on offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, across multiple departments and areas of expertise.

We are currently looking for a Customer Care Trainer, who will be responsible for evaluating COPs training needs and creating and delivering a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides. Conducts all training sessions related to customer operations activities at a cross divisional level.

What will you do:

• Liaises with managers to determine training needs and schedule training sessions. 
• Conceptualizes training materials based on data and research. 
• Conducts training sessions, provides feedback after training and supports and mentors new employees, assisting them to become acquainted with the basic policies of the company. 
• Keeps attendance and other related records on training related aspects (attendance, evaluations, etc.). 
• Prepares according training tests per module. 
• Conducts 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. 
• Monitors employee performance and learning agility related to training. 
• Designs effective training programs based on COPs Department’s needs and regulation amendments. 
• Proposes system and procedure enhancements targeting to enhance customer experience, customer engagement and loyalty. 
• Designs system specifications of the online training platform in order to support the developing training needs of the COPs Department. 
• Participates in company projects related to Customer Service, Customer Experience, Customer Retention & Loyalty. 
• On-going self-development based on the evolutions of training methods, approaches and skillset. 
• Prepares basic reporting on related tasks of the role. 

What you need to be successful:

• 2-4 years of working experience in relevant field
• Proven experience as corporate trainer 
• Excellent command of English
• Excellent knowledge in MS Office (Word, Excel, PowerPoint)
• 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 
• Confident public speaker 
• Excellent written and verbal communication skills 
• Excellent communication & interpersonal skills 

Our offer to you:

• Competitive salary
• Performance-based variable pay 💰
• Ticket restaurant card 💳
• Transportation reimbursement ⛽
• Private Health Insurance coverage 🩺
• Pension Scheme
• Home electricity and natural gas discount ⚡
• Continuous learning & upskilling opportunities and access to our premium online training platform 📚
• Reimbursement for your athletic activities 🥈
• Wellness initiatives & benefits at the office
  

Enerwave will keep your personal information for a period of 2 years from the submission date, after which we will delete your personal data.