Training Specialist - For Customer Service

Our Customer Service Team is growing, and we are currently in the look-out for an Training Specialist for Customer Service to be based in our Cairo Office.

On top of having a fantastic opportunity to join the world’s fastest growing and 2nd largest B2B accommodation supplier to the travel industry, we are also presenting an exciting opportunity for you to thrive in a fast-paced environment which can help us propel each other to greater heights! 

What you'll do:

 Leading training programs and supporting the development of operations

• Develop and deliver systems and related skills training to all Customer Service staff, onboarding new hires and up-skilling of existing staff
• Train employees for specific jobs.
• Develop, organize, conduct and evaluate training programs.
• Teach skills such as computer applications, phone systems, product assembly, policies and procedures, and inventory planning.
• In conjunction with Customer Service Managers, create and manage the Customer Service annual needs based, training plans.
• Help employees improve upon or enhance existing skills.
• Hold meetings and presentations on learning material.
• Evaluate training effectiveness.
• Modify and adapt training programs to match the current needs
• Create monitored simulations and problem-solving scenarios.
• Create interactive, multimedia presentations.
• Create and maintain a training resource library of all Customer Service training documentation
• Provide feedback to Customer Service Managers and Team Leaders / Supervisors on areas of development requiring coaching and support
• Conduct surveys.
• Provide functional reporting on call answering systems and regular performance reviews on call handling, benchmarked against industry standards
• Generate training report cards and KPI’s
• In conjunction with Team Leaders / Supervisors, identify process improvement opportunities and implement changes where agreed.
• Attend monthly Team Leader / supervisors meetings as required by Customer Service Managers. To identify where improvements can be made to existing processes and procedures to enhance the efficiency/effectiveness of teams and implement changes as agreed
• Handle and managed any other Customer Service daily tasks, activity or crisis situation based on an action plan agreed with the Customer Service Managers.

Line management responsibilities (for Customer Service Executives in their Induction period)

• To actively manage the performance of the team and provide training, coaching and support and as necessary to improve results
• To assess the quality of each team member’s work by completing regular tray checking and giving feedback to the employee to resolve any issues found
• To set performance standards for team member’s and to communicate these clearly
• To provide constant feedback to Customer Service Managers on the team’s performance
• To create action plans to improve the team’s performance indicating how these improvements will be made and the results that will be achieved
• To follow up on the team’s performance against the actions required for a certain task, giving feedback as necessary and invoking performance management procedures if improvements are not made
• To work with the Customer Service Managers to identify additional training or support required to ensure Customer Service Advisors are undertaking their duties to the highest possible standards
• To motivate the team to deliver an excellent customer service at all times