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Customer Care Training & Development Assistant Manager

Loker ini dibuat lebih dari 2 bulan yang lalu

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We think you also hate when travel app is giving you a headache, right? A slight misinformation can ruin the trip.

That is exactly what we are tackling as t-fam! Making sure that our 17+ million users have the best experience in crafting their own adventure.

Job Summary:

Customer Care Training Assistant Manager is responsible to assist Service quality manager's duties in developing quality service and ensuring the best service is delivered to customers. Activities including recruitment process, training, agent development & engagement, Improving customer satisfaction by delivering good service to customer.

Your main duties in flying with us:

Create the roadmap and monitor the development program for customer care (agent Journey)
Design and develop training and engagement program/activities
Implement effective and purposeful training and engagement methods and tools
Evaluate organizational performance to ensure that training is meeting business needs and improving performance.
Assess agents’ competencies, performance and productivity to identify areas of improvement
Create a curriculum to facilitate strategic training based on the organization goals
Manage the technologies and technical personnel required to develop, manage and deliver training
Coach, mentor and develop staff including providing individual development planning and opportunities.
Manage the recruitment process of customer care agents"

Mandatory belongings that you must prepare:

Experience at least 2 years in Contact Center & in training & development scope.
Experience at least 1 year as Assistant Manager or 2 years as Supervisor in Training area
Strong knowledge of tools, concepts and methodologies of training & development
Strong computer skills including Microsoft Office
English Proficiency
Strong Customer service orientation
Strong Planning and organizing skills
Advance communication skills – verbal and written
Detail oriented person
Decision making and Judgment
Able to work individually and a team player as well
Strong leadership skill

In the event that you haven’t received any updates after 3 weeks, your data will be kept and we may contact you for another career destination. Meanwhile, discover more about tiket.com on Instagram, LinkedIn, or YouTube.

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