Address The Company: Our client is a worldwide well-known and highly respected brand in the electronics industry. This position will sit within the Customer Service department based at the Sydney Olympic Park Office. This role will be responsible for planning, organising and executing systems, processes and soft skills training for Samsung staff and associated Customer Service partners. This role requires an individual to work 4 days in the office and 1 day WFH on a 12 month fixed term contract. Duties and Responsibilities:
Take ownership of the planning, organising and executing training to members of Customer Service, Contact Centres, service networks, and store networks, as guided by the Insights & Improvement Manager
Work with internal and external stakeholders to develop and create relevant training materials that help drive skills improvement and customer experience
Work with Team Leaders, State Service Managers, Operations Managers to assess training needs, coordinate a training plan and execute the agreed plan
Ensure agents and other Customer Service Representatives are always equipped, trained and competent in delivering exceptional customer experiences from a capability perspective
Maintain our training results from our platforms such as Absorb, through the use of various strategies in collaboration with other stakeholders
Assist in any event support, VIP visits, new store openings, or external training days when required, including out-of-hours training where relevant
Conduct training virtually or at face-to-face events nationally (and occasionally, internationally)
Respond to and follow up training requirements via email, phone, and location visits
About YOU:
Tertiary education including college Diploma in business, marketing or communications highly desirable
Minimum of 2 years’ experience in training and facilitating or learning and development preferred
Certificate level or above in Training and Assessment desirable
Experience with call centres is highly desirable
Strong technical aptitude for learning complex processes and systems
Advanced understanding and knowledge of Microsoft Office Suite, particularly PowerPoint, Excel and Word
A self-starter with exceptional people skills and an influencing style, with experience gained working in diverse multi-cultural backgrounds
Demonstrated high-level time management and organisational skills and the ability to manage multiple competing project demands and to work to critical deadlines are imperative
Willingness to produce best-in-class training at all levels
Ability to take on board constructive feedback from others with a view to develop and improve
Ability to travel as required
What’s in it for you?
Generous discount on company products
Access to discounts and special promotions with retail partners
Access to wellbeing platform
Heavily discounted gym membership
Onsite parking
If this role sounds of interest, please click the “Apply Now” button or contact Juma on 0413 051 365 for more information.
Operating for over 18 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment and Frog Recruitment are your award-winning recruitment group and HR solutions provider. We are the 2022 Outstanding Large Agency, 2023 Excellence in Candidate Care and 2023 Excellence in Client Service RCSA Award winners. We mitigate our carbon emissions by measuring them and planting the equivalent in trees.
At people2people, Edge Recruitment and Frog Recruitment, everyone is welcome and as an inclusive workforce, we encourage our employees, clients, and candidates to showcase their authentic selves.
