As a Trainer-Coach, you will assume responsibility for organizing, conducting and evaluating professional training with a focus on National Pen products and processes.
Job Title: Goldstar Trainer-Coach
(Sales and Customer Care)
Report to: Goldstar Global Trainer
Location: Montego Bay-Jamaica
Position Type: Full Time
Position Start Date: April 03, 2023
Overall Purpose of Job:
As a Goldstar Trainer, your purpose will be to work with the service teams to create consistency in our service model resulting in a great customer experience. You will assume responsibility for organizing, conducting and evaluating professional trainings with a focus on our products and processes primarily for the North America Customer Care team. You will need to build a digital SOP guide and Conduct training in all relevant processes and programs including Order and Art in Oracle, order entry app, 247 dashboards and Salesforce.
Main Duties:
- Conduct a review of all Customer Care processes and document them digitally.
- Prepare and conduct professional trainings with focus on Goldstar products and processes.
- Update existing training material following updates to our processes.
- Participate with Sales, Marketing, Service initiatives and incorporate new products, decoration, art templates etc into training criteria.
- Support and encourage self-directed learning.
- Understands and can communicate the company’s strategies to both Specialists and Supervisors.
- Compile and maintain ongoing continuous improvement Coaching.
- Creates post-training reports (pre-defined or ad hoc) and supports supervisors in the execution of the Specialists development plan.
- Assist in building Customer Care KPI’s relevant to our company processes and Customer Care agent expectations. This to be done in coordination with the Goldstar Management team and BI HUB.
- Plan and prepare training interventions based on needs analysis.
- Identifies skill or knowledge based trends that drives performance issues that are isolated to specific team or groups of Specialists.
- Perform other duties as assigned
Essential skills and Attributes
- Profound knowledge of Goldstar products and processes Strong skills in communication, presentation and moderation.
- Profound experience in customer service; Experience as a trainer or coach would be a plus
- Goal-oriented, structured and independent working style
In return, you will bring:
- Experience in coaching and training individuals or groups would be an asset
- A Detail Oriented approach to building process guide rails while allowing for performance flexibility and autonomy.g
- Highly goal oriented and results driven to ensure meeting department goals
- Have an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages
- Customer sales and service training experience
- Excellent written and verbal communication skills
- Self-motivation as well as the ability to work in a team environment.
- Strong organizational and multitasking skills
- Must possess the ability to work accurately with numbers and data in a fast paced, productivity-oriented environment.
- Strong experience in the different adult learning styles and training techniques.
Qualifications:
- Minimum 2 years’ experience in a detail oriented customer care or call center environment with some training experience preferred.
- Tertiary Education (Bachelor’s Degree Preferred) with majors in Psychology, Communications or Education preferred.
- Efficient use of the Microsoft Office Suite.
MUST HAVE:
- Strong People Management and Leadership Skills
- Strong Adult training Skills
- Strong Quality Monitoring and listening Skills
- Strong attention to detail and process management
Attractive salary commensurate with experience and excellent benefits package (Health and life insurance, transportation, company discounts, local merchant discounts, etc.).
National Pen values all its candidates, however only shortlisted candidates will be invited for an interview.