Training Project Manager (m/f/d)

☞ Hager Group

Ver: 216

Dia de atualização: 07-10-2024

Localização: Blieskastel Saarland

Categoria: Consultoria / Atendimento ao Cliente FMCG Utensílios domésticos Gestão executiva

Indústria: Electrical Electronic Manufacturing

Posição: Mid-Senior level

Tipo de empregos: Full-time

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Conteúdo do emprego

Job purpose

To develop skills in all customer service areas in order to increase our internal efficiency (1st contact resolution) & customer satisfaction (NPS, Transactional survey).

To build, develop and coordinate the European training programs dedicated to the customer service teams to support our customers in all European countries.

Mission

Reporting to the Head of Customer Care Europe, you will join our dedicated team and actively structure training modules and organize training sessions to support our customers in Europe, in a consistent manner. You also contribute to the satisfaction of our customers and employees in our international call centers.

In this role, your main tasks will be:

  • Create and/or coordinate the creation of training courses for customer service teams and keep the content up to date
  • Organize and distribute training content for customer support teams through the most effective channel (physical, digital, webinar, HR platform, video, etc.)
  • Identify trainers (Hager Group internal experts and/or yourself and/or external organizations when it is necessary)
  • Identify local trainers/training referents and lead the European community of training referents from the different countries to define the customer service training needs and priorities
  • Develop training programs to encourage internal development
  • Create dedicated training modules to support the launch of our new offers (energy management)
  • Measure the compliance of the level of competence of the teams with customer expectations and to launch the necessary continuous improvement actions

As a true ambassador for our customers, you contribute to the development of Hager Group and our growth in our various markets. You will work closely with the internal departments (marketing, engineering, HR, etc.).

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Data limite: 21-11-2024

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