Cs Trainer

**About The Role**:
Are you ready to play a vital role at the world’s largest sports betting and gaming company? You’ll be in the thick of the action, making sure our customers enjoy an amazing entertainment experience, every day.

We have an opening for a CS Trainer & Process Information Analyst to join our team.

You will be sharing responsibilities for both Training and CS Process & Information management teams to support our Customer Service unit with a focus on the Spanish market as well as information published to our Customers on Help Pages in a dynamic business environment and will be based in Ceuta.

The role in a nutshell:
To design and deliver operational, mandatory, and regulatory technical training and/or coaching to support induction and ongoing upskilling of colleagues within Customer Operations.

To ensure optimized and fully compliant processes, knowledge, and information management system, as well as maintaining to a high standard and improving Customer facing content.

Key Responsibilities
- Creating learning content and delivering Induction training to the Customer Services department, ensuring quality of delivery to meet the learners needs
- Identifying and delivering of ongoing process, systems and soft skills training to the contact centre agents, team Managers and other colleagues where necessary
- Working closely with site management to ensure all key processes are captured and documented for training and quality requirements
- Constant Improvements - constantly work towards improvements through (but not limited to):

- Identifying areas for improvement, focus delivering feedback which assists in developing the ‘best in class’ service to our customers and provide cost effective/business focused solutions to the Management team.
- Ensuring self-knowledge is up to date on all aspects required (e.g. product, process etc.)
- Responsibility for creation and documentation of CS information and processes
- Responsibility for creation customer facing information and CS communication guidelines
- Identifying and implementing process and tools improvements to improve CS KPI’s and customer satisfaction
- Identifying the most common customers queries and improving information available to customers online
- Analysing tasks that come through shared mailbox and understanding who to contact to answer the query
- Identifying, collecting, and documenting of CS requirements for process and CS tools improvement
- Reviewing and improving standard texts. Also reviewing the information on the Help Contact Centre page and making sure it is updated.

Essential:

- Excellent presentational, verbal, and written communication and facilitation skills
- An understanding of the learning cycle
- Understanding and experience of coaching and mentoring
- Profound knowledge of CS processes and understanding of basic CS KPI's
- Knowledge and experience working with Zendesk and Jarvis
- Willingness to acquire detailed knowledge about existing and new products as well as the back-office tools and general CS related topics
- Capability to filter and extract relevant information from different sources
- Strong analytical skills, high quality awareness, and strong communication skills
- Flexibility, stress resistance, and proactive personality
- Good time management and prioritization skills
- Customer focus approach
- Organizational strength to cope with changing requirements and flexibility to meet time demands without loss in quality
- Very good English & Spanish skills, both in speaking and writing; any additional language is a plus.

Desired:

- 1-2 years of experience in similar roles