Customer Service Training Associate

Long Description

Job Summary

The Customer Service Training Associate is responsible for training Contact Center Agents (in Contact Center) and Customer Service Representatives (in stores and service center) on Alghanim Industries’ best customer service practices, process, and procedures. Email Etiquette, Quality Assurance Guidelines, internal systems/platforms.

Job Responsibilities

The role will include but not be limited to the following responsibilities:

Develop training materials and curriculums for Contact Center Agents and Customer Service Representatives to support XCITE’s business plans and ensure that employees possess the right skills to ensure customer satisfaction and meet their individual and departmental objectives and targets.
Provide trainees with in-depth knowledge on systems used in the XCITE Contact Center.
Conduct and deliver trainings for new joiner batches and comply with approved SLA.
Train employees on cross-selling and upselling techniques to maximise XCITE profitability for the Contact Center Agents and Customer Service Representatives.
Conduct Training Needs Analysis for existing employees to identify individual areas for development and skill gaps.
Assist the business in creating e-learning modules for the Contact Center
Provide weekly, monthly, and quarterly reports to the Sr. Customer Service Manager (and the HR Manager) on training metrics that include types of trainings conducted, the number of employees trained, number of employees retained, etc.
Responsible for maintaining the training budget and ensuring that training resources and materials are best in class.
Conduct periodic quality assurance checks by listening to active calls conducted by Contact Center Agents or reviewing Mystery Shopper analysis of Customer Service Representatives.
Coach underperforming employees or employees who have been placed on a Performance Improvement Plan.
Keep up to date with cutting edge knowledge in the Customer Service field.
Provide trainings on the Alghanim Industries HR Policy and Code of Conduct for new joiners and refresher sessions for existing staff.
 

Candidate Requirements

Education
A Bachelor’s Degree in Human Resources or relevant field.

Experience
At least 3-5 years in a relevant role.
Must have experience working in Kuwait - 

Computer Literacy
Proficient in the use of Microsoft Office and other related business software(s).

Required Competencies
    Business Acumen
    Customer Focus
    Drive for Results
    Command Skills
    Motivating Others

Education