Customer Care Trainer in Athens at clients' organisations

Date Posted: 1/11/2022

Job Snapshot

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Job Description

On behalf of our client, ELPEDISON, we are looking to recruit a Customer Care Trainer.

The company

Having inherited the expertise, know-how and technology from its parent companies, Hellenic Petroleum and Edison, ELPEDISON is the energy company that understands the market in depth, identifies all critical impacting factors and always acts with the end-consumer's benefit in mind. It represents one of the largest private energy producers in the Greek market as well as one of the most reliable and competitive energy suppliers, addressing both residential and business customers. Today, ELPEDISON is a leading company both in electricity production and supply, and gas supply. It aspires to always be one of the most important players in its sector, offering energy services of the highest quality, at competitive prices, with stability and consistency.

The Position

The Customer Care Trainer is 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. The Customer Care Trainer conducts all training sessions related to customer operations activities at a cross divisional level.

Main Duties/ Responsibilities

  • Liaises with managers to determine training needs and schedule training sessions
  • Conceptualizes training materials based on data and research
  • Conducts training sessions 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

Job Requirements

Main Qualifications/Personal Characteristics

  • BSc in Communication or a related field
  • MSc will be considered a plus
  • At least 2-4 years of working experience as a corporate trainer, ideally in the Services industry
  • Proficient in MS Office
  • Excellent command of the English language; both written and oral
  • Highly developed communication, interpersonal & presentation skills
  • Very good organisational & coordination skills 
  • High drive & commitment to continuous learning