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Form of workOur 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
- 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
- Generous discount on company products
- Access to discounts and special promotions with retail partners
- Access to wellbeing platform
- Heavily discounted gym membership
- Onsite parking
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