CX Training & Development Coach
Job Description
We are searching for our next Customer Experience Training & Development Coach to join us! Could it be you? Do you have great communication skills and a solid knowledge of Sports & Casino? Do you have what it takes to develop and train our Customer Experience team? If so, read on…
Your primary duties will be to develop and conduct the training program for all newbies in the Customer Experience Department and continuously follow up on their progress and constantly aim for improving the experience of our customers. As the Trainer and development coach your communications skills need to shine bright, you will be required to deliver presentations, workshops and training sessions, requiring superior command of instructional methods and techniques and the ability to develop comprehensive training materials and ongoing assessments.
Communications come in many forms and you also have responsibility for keeping and developing the knowledge and skills of the Customer Support team; for cases of procedure change, system changes and introduction of new functionalities. You will be managing smooth information flow, training and providing support to all team members when needed. Everyday you are ensuring that customer service and operational requirements are met and continuously improved to reach expected service levels while consistently updating all knowledge base materials.
As the trainer you are expected to preempt and identify issues, propose changes, improvements and work close together with the Team Leaders, 2nd Line Specialists and Customer Experience Management. Regular feedback is expected of you in your role to keep making improvements and make sure that our customers receive the best service possible.
If you like to see others develop and enjoy being part of their progressions and have a can do attitude, than this role is certainly your calling! 🙂
What can a typical day be like?
- Conduct training sessions covering all areas a Customer Experience Agent would need; including responsible gaming, use of back offices, soft skills, quality, procedures and processes
- Develop training materials and workshops to deliver in classroom sessions as well as handouts, refreshers and updates
- Evaluate progress and assessments to measure success and provide additional support when necessary
- Oversee and update internal knowledge database; communicating changes in procedures and processes
- Provide feedback and maintain communication with Team Leaders and management
- Monitor agents post-training and offer guidance and support
- Make constructive recommendations for improving customer experience overall
- Identify and report areas for improvement based on quality checks and provide supplementary sessions where needed
- Management of special projects that tie in with the development of Customer Experience Agents
Requirements
Given that you are training others we are hoping to bring someone in who has extensive knowledge and experience in Customer Service & Experience via email and live chat. Having an understanding of our industry is key too so yeah Sports Betting and iGaming industry knowledge is a must up there.
As we highlighted already it is part and parcel of the role as trainer and development coach to have excellent communication and interpersonal skills to motivate others, teach, share, learn and give feedback appropriately to every individual team member. Your attitude can spread like wildfire so it is essential that you have the ability to work in a proactive manner and with a positive mindset at all times. Attention to detail and a strong customer service ethic matter too, to keep giving the best service out there.
Here is the team in Malta you will be working alongside:
Benefits
At ComeOn Group we put a lot of trust in every individual, we know that if we get the tools and space to do what we do best, we will be both happy and deliver great things. This is why we have some of the greatest minds in the industry working here! We focus on team-work, innovation, creativity and having fun, that’s why our values tell us how we should get things done!
Additionally we’ve got:
- Wellness Allowance
- Private healthcare
- Bonus scheme
- Team Events
- Hybrid Office Set up
These benefits are subject to change & may be limited due to Covid-19.
So what can you expect from ComeOn as a place of work?
At ComeOn, we have adapted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us! ComeOn is known for their inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you. It’s our curiosity that drives our innovative business forward and we work hard in a #runtogether spirit and we always make sure to top it up by #havingfun! You will not regret picking ComeOn as your next place of work.
Want to know more about us just visit our website www.comeon-group.com or any of our social media channels to take a deep dive into our culture!
I’m interested, what do I do next?
Waste no time and send your application expressing your interest and why you want to work for us today by sending your CV and cover letter and applying here below.
Applications might take a few weeks to review so please stay cool. We shall get back to you 😉
Are you curious how we roll here at Comeon Group !? Check it out here!
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