Customer Service Training Team Leader
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
Who We Are:
We are a revolutionary e-commerce company that brings brands and boutiques from around the world together to expertly curate the world’s largest selection of luxury.
We have rapidly grown into a truly global company since our launch in 2008 and we are continuing to grow. We have offices in London, New York, LA, Porto, Moscow, Shanghai, Hong Kong, Sao Paulo and Tokyo.
We are a company with an entrepreneurial spirit and innovative culture. We are positive, passionate and live our values: Amaze Customers, Be Human, Be Brilliant, Todos Juntos, Be Revolutionary and Think Global, day to day.
Reporting to the Global CS Training & Quality Manager, you will be responsible for organizing and delivering training at different levels (new hires, trainers, QSs, senior advisors, supervisors), 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 and Quality 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.
Supervise training activities to ensure goals are consistently achieved;
Motivate and engage an international team of trainers;
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 conduct functional training for other roles, like supervisors and senior advisors;
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.
Key Skills and Experience:
Professional experience: minimum of 3 years as trainer in a customer service environment;
Experience in a management role;
Experience in delivering management skills training;
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;
Fluency in English is mandatory.