Customer Support Trainer

Description

ABOUT THE ROLE    

As a Customer Support Trainer at LeoVegas, you will play a key role in onboarding and preparing new hires to excel in customer service. Your primary responsibility will be to develop, implement, and deliver comprehensive training specifically designed for new and current team members. You will ensure they gain the skills and knowledge needed to effectively handle customer inquiries, resolve issues, and maintain high customer satisfaction. By providing engaging and thorough training, you'll help new hires seamlessly integrate into the team and uphold our company’s service standards and best practices

YOU WILL BE RESPONSIBLE FOR:  

• Organise and coordinate training workshops, onboarding and refreshers.
• Maintain and update the training plan and sessions, attendance, historic training data and reporting.
• Assist QA in conducting internal reviews of the quality of agents interactions and providing feedback, coaching and shadowing as required.
• Deliver material, practices and processes confidently to large groups of people.
• Oversee the smooth integration of new starters in Customer Support.
• Escalate back office accesses in a timely manner.
• Create training materials that align with the company’s goals and customer service standards.
• Stay current on industry trends and incorporate best practices into training programs.
• Monitor and assess the effectiveness of training programs through feedback and performance metrics.
• Work closely with team leaders and managers to identify areas where additional training or support is needed.
• Assist with any ad-hoc tasks as required.
• Answering customers' enquiries for LeoVegas and all brother brands via phone and live chat if there is a business need.