Customer Service Trainer
Descrição da empresa
Farfetch is an innovative e-commerce company that brings the world's best fashion boutiques to an international audience. Launched in October 2008, Farfetch is rapidly growing into a truly global company. Our family now includes more than 1000 talented people and 400 independent boutiques across Europe, North and South America, Asia, and offices in London, New York, LA, Porto, Guimarães, São Paulo, Tokyo, Shanghai, Moscow and Hong Kong.
Descrição do cargo
Reporting to the Global CS Training Team Leader, you will be responsible for organizing and delivering different types of training for the CS team, making sure that the training requirements in place are fulfilled and the goals consistently achieved. You will also analyse teams’ operational and quality performance in order to optimize processes and support their development, in partnership with the Training Team Leader and Quality and Training Manager. You will also be responsible for creating training contents and designing materials ensuring they are tailored to the target’s needs and learning styles.
What you'll do:
Provide product, process and procedure training through individual or group sessions;
Identify training and development needs and opportunities for the CS team;
Facilitate and conduct the induction training for new hires;
Facilitate and mentor Customer Service Advisors as part of their on-going employee development;
Ensure all relevant training materials and updates are in line with Customer Service standards;
Create, edit and update training materials adjusted to the employee’s needs and learning styles;
Ensure all policies and processes are communicated to the team via the relevant channels;
Work closely with the Quality Specialists to identify gaps and create action plans for the CS teams.
Who you are:
Professional experience: minimum of 2 years as trainer in a customer service environment;
Experience in creating training contents and materials;
Excellent communication and relational skills;
Good Powerpoint skills;
Ability to multi-task in time sensitive situations;
Experience working with an international company with multiple stakeholders;
Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed by global team.