Job
Opportunities in Telecommunications Training Centre
Our client is an
international training solutions provider that offers end-to-end learning and
skill-building solutions that impact business performance through enhanced employee
productivity, customer profitability and effective talent transformation.
With the company
expanding to several countries in Africa, our client wishes to recruit a number
of to be based in DRC to carry out training for its sales staff in the
affiliate telecommunication companies.
Customer Service Trainer
Main
Responsibilities
Reporting to the
Practice Head – Customer Service, the candidate will be expected to carry out
responsibilities in line with their job title.
These
responsibilities include:
- Managing
Operations effectively at the state/province/zonal level
- Ensuring that
the training is delivered on time with at least the minimum defined number
of people.
- Acting as a
bridge to bring the market realities to business and translate the
business strategies at the ground level for implementation.
- Complying with
the processes defined and ensuring that the reports like Post Training
Reports (PTR), attendance sheets, Impact stories are filled and submitted
on time.
- Ensuring that
the maximum number of role holders is covered for training and thus the
training benefit is extended to its utmost.
- Arranging for
the maintenance and procurement of all necessary equipment and materials
relating to effective delivery and measurement of training.
- Knowledge and
skill enhancement of the CS personnel so that they are more competent to
meet the defined business metrics
- Evaluating the
extent of knowledge enhancement by conducting Job Knowledge quiz
- Impacting
productivity of CS personnel by enhancing their Customer Service skills
through effective training delivery
- Continuously
improving in training delivery and content by analyzing PTR and feedback
scores.
- Imparting
training programs at all levels, from Basic customer service processes,
systems, tools and skills to handling escalations
- On the floor
coaching of the Customer Service personnel as and when required to tackle
and understand on the field nuances.
- Customization of
Content as per the business and people requirement of the operating
country
- Gaining an
understanding and studying the business challenges and the market reality
of the region operating in.
- Updating
knowledge on operating country’s laws and regulation so as to update
content accordingly which helps the customer service staff to sell
products/resolve customer queries while complying with the local laws.
- Getting an
in-depth understanding of the training requirements of the sales staff so
as to modify the content accordingly.
- Updating
knowledge about the competition, company products, pricing and the
industry so as to give inputs in creating a useful and effective content.
- Planning the
training calendar in conjunction with the Zonal CSD Head.
- Customizing the
content of the training program depending on the demographics and people
need in consultation with the Content Team.
- Planning their
calendar on alternating between ILT and Coaching depending upon the need
and availability of the CS personnel.
Minimum
Requirements:
The successful
candidate should possess the following:
- Relevant
Graduate or Post Graduate Degree
- 5 – 7 years
Customer Service Experience. Preferred will be 2 years telecom experience
- Knowledge of the
country’s local language
- Expert in MS-
Office
The successful
candidate should also possess the following personal attributes:
- Strong
Communication Skills – Both written and spoken
- A people’s
person who has the ability to create bonds easily and quickly and the
ability to engage and build relations with multiple stakeholders,
including trainees, managers and others
- Good
Presentation Skills and knowledge on the subject matter
- The candidate
should be able to present himself as a mentor for guidance and knowledge
Email:
recruitkenya@kimberly-ryan.net
