CUSTOMER SERVICE (CALL CENTRE) TRAINER

Melb based | Above award salary
Full Time

An outstanding opportunity is available for an experienced Contact Centre Trainer to join this giant chemist retail chain (Australia’s 8th largest retailer) based in Preston.

With 17,000+ employees in over 500 stores the company has grown from strength to strength over the past 24 months and continues to grow both nationally as well as in New Zealand, Ireland and China. They genuinely care about their people, their business and their customers.

The purpose of this newly created position is to ensure that all contact centre staff are thoroughly trained in products, processes and procedures, systems, and most importantly customer service to enable them to effectively deal with all enquiries from customers in a professional manner.

Your responsibilities will include:

• Gain a thorough understanding of processes, procedures and systems

• Design and deliver tailored training programs

• Prepare all training manuals and material

• Deliver highly effective and engaging classroom-based training to all inbound consultants (both new and existing)

• Provide on the job coaching to ensure a smooth transition of trainees from induction to the workplace

• Conduct training needs analysis to identify any knowledge and skill gaps of consultants

• Update all training materials to keep up to date with changes in operations