Lead - Technical Training

14 hours ago

Tarlac City, Central Luzon, Philippines Sutherland Full time $40,000 - $60,000 per year
Job Description:Key Responsibilities
  • Train a select team of outstanding Customer Service Consultants: To make a difference for end-users, by training new hires in customer service skills and client product and process
  • Positively impact on Program performance -Train and coach: To coach consultants to listen, empathize, identify reported issues to create far-reaching solutions for customers
  • Analyze performance and create TNI (training need): Understanding Client Goals and identifying the Behaviors and skills that impact each KPI performance is critical to this role
  • Teamwork: To join a supportive team environment where collaboration is critical to providing the best experience for our customers
Qualifications:
  • Graduate of any 4 year Course
  • Education: Preferably College Graduates or Diploma holders
  • Language Skills: B2 English level
  • With at least 2 years experience in the same capacity
  • Basic Cultural/market sensitivity with respect to norms of the primarily North American customer
  • Understands and can effectively hold conversations in with North American customers (e.g. understands common references, slang, and mobility terms)
  • Typing skill (30 WPM, Accuracy of 85%)
  • Proficient in MS Office applications - Powerpoint, Word, and Excel
  • People Skills: Extroverts - like to socialize
  • Able to Adjusts his/her behavior and communication to accommodate working styles and perspectives from learners/customers with diverse levels of technical knowledge, professional backgrounds, and geographical locations
  • Ability to build networks within and across functions through proactive communication.
  • Soft Skills: Must be a self-starter, organized, and excellent with time management
  • Ability to maintain a high degree of confidentiality and professionalism is critical
  • Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills and team building abilities are essential
  • Call handling Skills: Very high Customer centricity
  • Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way
  • Solution oriented, polished etiquette
  • Creates a positive impression of client when interacting with customers.
  • Facilitation Skills: Agenda planning, active listening
  • Create positive interactive environment that drives learning
Additional Information:

Sutherland

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