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Customer Service Coach

Customer service
Amsterdam

Is delivering training and coaching something that comes naturally to you? Do you have experience in customer service environment? Have you coached customer service teams in new service deliveries, role playing, strategy, and new approaches?

If you are available now and looking for a new project-based opportunity, this might your next exciting challenge!

Key Duties & Responsibilities

  • Align all training and development initiatives with Customer Experience Strategy
  • Help in the development of Premium Customer Experience
  • Develop, coordinate & deliver customer experience soft skill and training to new and existing members of the contact teams to support them in achieving excellence in their customer facing roles

    • This could include designing learning interventions using adult learning methodology, job aids, participant handouts, trainer manuals, role playing

  • Score evaluate and monitor customer experience calls against daily & monthly call evaluation quotas, this would include providing both written and verbal feedback to evaluated agents
  • Work closely with Customer Service Manager and Teamleads to implement and execute the pathways training programme and ensure all elements are effective to support exemplar performance within the team
  • Perform continuous coaching needs analysis to identify knowledge gaps for existing staff and developing coaching plans to meet the individual or group need
  • Working closely with other teams to engage all needed training
  • Regular updates to key stakeholders regarding team's customer experience KPI's
  • Continually foster a positive, co-operative attitude to all employees
  • This role may also involve the need to coach on specific sales techniques


To be successful in this role, you will need to be able to demonstrate that you are pro-active, able to think outside the box, accountable, driven, and flexible!

Offer

  • Project-based assignment with great exposure and development opportunity
  • International office, with international Customer Service team
  • Great salary up to 3500 gross per month, depending on experience
  • Travel reimbursement benefits
  • Beautiful office located in Amsterdam in easily reached location
  • Start date: as soon as possible
  • Project duration: at least till end of year

Sounds like your next challenge? Then apply now!

Requirements:

Background * Must have a recognised training qualification or proven experience * Minimum 2-3 years Coaching/Mentoring experience, a coaching qualification would be a bonus * Prior experience or involvement in: customer experience soft skills & sales training, leadership development * Experience of working in a contact centre or back office environment is essential * Must be fluent in English, additional fluency in other European language is a plus * Advanced coaching skills * Strong interpersonal, organisational and time management skills * Excellent interpersonal and communication and influencing skills * Must have a very flexible approach to work and be confident working in a fast moving, exciting environment. * Be a proactive team player who is motivated by achieving targets * Professional, driven and diplomatic