.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 JR09029About 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