Customer Service Support Trainer and Floor Support

hace 3 semanas

Madrid, España Planet A tiempo completo

remote type
- Hybrid
- locations
- Madrid Office - Spain
- Warsaw - Poland
- time type
- Full time
- posted on
- Posted Today
- 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 deal with issues/requests that arise in our products and services, so it is imperative that they are trained to a very high standard. The CS Trainer 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 fulfil 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 CS Trainer allows us to achieve the following goals:

- Creation, development, and optimization of training plans
- Providing the best possible consultation and support for our employees in the use of the training materials
- Optimization of internal processes
- Reaching team and corporate goals
- Ensuring 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 participants
- Document training content (Written, Video etc.)
- Involvement in the certification of employees (post-training)
- Evaluate agents knowledge and training results
- Ensure department KPIs and survey results are improving thanks to the training input
- Build training lifecycle and include soft skill trainings in these
- Support and active involvement in the creation of e-learning modules
- Work on projects to ensure training delivered
- Work with different department to build process awareness/streamline processes/assist in terms of knowledge flow
- Continuous 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 plans
- Assist team leaders in daily KPIs execustion, track and report related data
- Support CSS agents in case of questions and help requests

Who you are
- Previous Customer service experience and 3C Gateway processes knowledge or Tax Free technical expertise or Planet Acquiring knowledge.
- Thirst for knowledge
- Enthusiasm
- Adaptability

Soft Skills
- Excellent communication and presentation skills
- Excellent interpersonal skills (active listening, understanding, effective communication)
- Strong service orientation
- Strong IT affinity and open-mindedness towards new technologies
- Logical and analytical thinking
- Ability to work with limited supervision in an organized and structured manner
- Business and customer-oriented thinking
- Personal initiative
- Sense of responsibility and reliability
- Self-reflection and critical ability
- Honesty, loyalty and integrity
- Helpfulness
- Quality awareness
- Ability to work in a team
- Self-confi

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