Junior Training Specialist

at  people2people

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.

• 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