Careers - Career Opportunities - Talent Acquisition - Best Place to Work

2 days ago

Manila, National Capital Region, Philippines beBeeTraining Full time $60,000 - $80,000
Customer Care Training Specialist

Are you ready to make a difference in the world of customer care? As a Customer Care Training Specialist, you will play a vital role in ensuring that our customers receive the best possible experience. You will work closely with our customer care leadership team to identify enablement needs and develop training programs that meet those needs.

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  • Develop and deliver customized customer care enablement around Technical Skills, Customer Communications and Support Soft skills, and Product updates for RingCentral Customer Support organization, incorporating different technologies such as cloud-based PBX solutions, telecommunications, IP networking protocols, VoIP technology, server application environments, networking hardware, and call routing technologies.
  • Create and manage certification programs for the Customer Care group.
  • Identify and assess training needs based on current agent level performance and customer care management performance, through formal analysis (QA results, surveys, focus groups, data analysis) and interaction.
  • Recommend customer care technical training solutions to address gaps in agent performance.
  • Design and create instructional materials and job aids for training initiatives.
  • Deliver program-specific learning solutions in a manner that engages learners and produces desired outcomes while using various learning methodologies (Instructor Led, Computer-based Learning, one-on-one coaching, web conferencing, etc.).
  • Facilitate learning by creating a positive learning climate, establishing credibility as an instructor, using effective presentation and facilitation skills, adapting facilitation style and curriculum to learner needs, providing constructive feedback, managing time and group dynamics, encouraging participation, and building learner motivation.
  • Ensure quality of customer care groups' training programs through continuous, timely, and accurate monitoring and reporting of attendance at training, results of individual training programs, and overall effectiveness of training.
  • Maximize customer care team effectiveness by providing adequate enablement support to customer support employees and managers.
  • Use program/project management skills to manage customer care enablement programs, related deliverables, and resources against deadlines.
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As a valued member of our team, you can expect a comprehensive benefits package including:

  • Comprehensive HMO package (medical and dental).
  • Personal Time Off Leaves.
  • Quarterly Performance Bonus.
  • Employee Assistance and Wellness Programs.
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RingCentral's Global Service and Support team leads the post-sale experience for its customers—making sure their every need is met, and that they're able to use our products effectively and easily. Our team champions customers' needs, shares deep product knowledge, provides innovative solutions, and builds relationships that show our customers what powering human connection really means.

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