Customer Service Support Trainer and Floor SupportApply remote type Hybrid locations Madrid Office - Spain Warsaw - Poland time type Full time posted on Posted 7 Days Ago job requisition id JR09029
About Us: Planet is a leading technology company transforming payments by putting customer experience first.
We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.
In recent years, we have experienced significant growth, expanding our services and global presence.
With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.
Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.
Role Overview: The Customer Support Trainer and Floor Support will plan and deliver training to all Customer Support teams.
Training will be delivered in accordance with the overall published training plans and company training policy.
The Customer Service Support Team is the first port of call for clients and deals with issues/requests that arise in our products and services, so it is imperative that they are trained to a very high standard.
The CSTrainer and Floor Support will own the development and design of training plans, training elements, and technical training required for the career development and personal development of all Customer Support staff.
He will track skills of agents and evaluate their knowledge, constantly re-evaluate their proficiency.
He will liaise with team leaders and directors to ensure training needs are discussed (training steering meeting) and covered.
He/she will also track trainings (completed and future plans) and make sure all agents were assigned and participated in the trainings organized.
The Customer Support Trainer and Floor Support will also create knowledge base materials and any materials needed to promote knowledge and ensure agents are familiar with processes and have knowledge required to fulfill their roles.
He will use available tools (like Sharepoint, MSTeams, Newsletter, Video, ecampus) to support CS staff.
He will cooperate with other departments helping to build smooth and lean processes easy to understand and train on, without much area for errors and customer-oriented at the same time.
Person in charge will also track agent KPIs and supervise CSS supporting team leaders – both in terms of knowledge and KPI execution.
The work of the CSTrainer allows us to achieve the following goals:
Personnel development and knowledge increase of employees – ensure an expert technical knowledge of products, applications and processes is achieved to ensure all agents can deal with all customer queries.Creation, development, and optimization of training plansProviding the best possible consultation and support for our employees in the use of the training materialsOptimization of internal processesReaching team and corporate goalsEnsuring exceptional customer experience is provided by all our CS resources.What you will do Co-ordinate all training requirements for the Customer support organization.Liaise with CS organization to ensure all training requirements are being met.Preparation of detailed training materials with distribution to participantsDocument training content (Written, Video etc.
)Involvement in the certification of employees (post-training)Evaluate agents knowledge and training resultsEnsure department KPIs and survey results are improving thanks to the training inputBuild training lifecycle and include soft skill trainings in theseSupport and active involvement in the creation of e-learning modulesWork on projects to ensure training deliveredWork with different department to build process awareness/streamline processes/assist in terms of knowledge flowContinuous enhancement of own product knowledge and additional modules through own initiative, such as obtaining information or communication with colleagues and afterwards recommending changes to the training plansAssist team leaders in daily KPIs execution, track and report related dataSupport CSS agents in case of questions and help requestsWho you are Previous Customer service experience and 3C Gateway processes knowledge or Tax Free technical expertise or Planet Acquiring knowledge.Thirst for knowledgeEnthusiasmAdaptabilitySoft Skills Excellent communication and presentation skillsExcellent interpersonal skills (active listening, understanding, effective communication)Strong service orientationStrong IT affinity and open-mindedness towards new technologiesLogical and analytical thinkingAbility to work with limited supervision in an organized and structured mannerBusiness and customer-oriented thinkingPersonal initiativeSense of responsibility and reliabilitySelf-reflection and critical abilityHonesty, loyalty and integrityHelpfulnessQuality awarenessAbility to work in a teamSelf-confidence and confident appearanceWhy Planet : Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast-paced technology market, with a business that delivers feel-good connected commerce.
We would love to hear from you – Apply now.
At Planet, we embrace a hybrid work model, with three days a week in the office.
Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.
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