Customer Experience Trainer

Job Description

Customer Experience Trainer (12 Months FTC)
Overview

Discovery Direct-to-Consumer is a well-funded start-up within Discovery Inc, a high-performing global team working at the dynamic intersection of Technology and Entertainment. As content creators in the digital space, we continuously leverage our technological capabilities to create immersive viewing experiences for iconic brands including Eurosport, GOLFTV, MotorTrend and discovery+!

We are looking for a Customer Service Trainer to join our global Customer Experience team. In this role, you will be responsible for building and maintaining the training material. In line with the Training and Quality Manager'sSstrategy, you will run in-house training and design train-the-trainer workshops to keep our Agency up to date with the latest development of our platforms. The role sits within our Global Customer Care function and will require work across multiple Discovery digital brands.

Responsibilities
• Design and maintain training course
• Facilitate in providing training sessions, develop appropriate objectives and ensure customer satisfaction
• Build and maintain records of all training materials into our internal knowledge base
• Monitor all customers issues and provide training to resolve them
• Coordinate with Customer Experience (CX) teams and provide optimal levels of customer services and recommend best practices

Qualifications
• Minimum 5-years experience in a Customer Service and 3 years in a Trainer position, ideally in a digital environment
• Previous experience with call centres
• Experience in international and digital environment is highly desirable
• Fluent in English – any additional language desired
• Excellent organisation and prioritisation skills
• Ability to address areas of underperformance with a structured plan
• Expert in building and delivering detailed and comprehensive training documentation
• Excited and motivated by change, multi-tasking and fast paced environment
• Confident of your own beliefs and expertise, and prepared to be heard in a way that positively influences others and drives improved performance Strong communication skills
• Confident with Excel, PowerPoint and GSuite
• Available for regular travelling

Jobcode: Reference SBJ-gx9w34-18-217-194-39-42 in your application.