Customer Service Development Expert
equifax-inc
H, Heredia, CR
hace 34 días

Position Description

The Costa Rica Shared Services organization is looking for a Customer Service Trainer with experience implementing & sustaining a Customer Service framework across the site.

As the Customer Service Expert, the person will be responsible for delivering training in a variety of scenarios : from new hire, refresher training for current staff, to training for vendors who assist with calls for the center & managers.

This person will develop and administer tests to employees for job readiness, learn new products and services and deliver the information by developing creative teaching techniques and curriculum that is easy for employees to learn from.

This person will be responsible for creating both classroom materials & interactive training to be successfully deployed across the organization.

It will also interact with stakeholders ensuring they understand the training environment, have up to date reporting on training progress and identify current and ongoing business needs.

In addition, this role will develop junior team members of the Training Team & Customer Service Champions across resident units.

Responsibilities :

  • Develop Customer Service framework to support all areas
  • Conduct training classes utilizing adult learning teaching techniques to produce knowledgeable, efficient and performance driven employees.
  • Recommend and develop additional training classes based on business trends.
  • Interact with all areas of the business on products and services to ensure current practices are included in training materials.
  • Provide reporting on effectiveness and progress made on a monthly basis.
  • Partner with Quality Assurance to develop and maintain an up-to-date knowledge base to support a consistent customer experience across all lines of business;
  • to deliver training based on trends analysis; to identify and implement opportunities for improvement with policies and procedures and workflow.

  • Build professional relationships with line of business partners and vendors as necessary to achieve training objectives.
  • Develop valid evaluation tools to measure behaviors & business impact. This may include surveys, assessments, & follow up tools to evaluate the effectiveness of the training in order to assess learning & skill development.
  • Coaches associate & team members.
  • Prioritizes and organizes own work to meet deadlines and deliver quality results. Effectively balances quality and speed to deliver expected results.
  • Ensure effective, consistent communication with managers, peers, and other resource groups - including day-to-day interaction with front line associates, program managers and program owners regarding any change in policies, procedures or new relevant material that needs to be documented and deliver to new or existing associates.
  • Effective Communication with all Operational areas to accomplish business goals
  • Business Competencies

    A Customer Service Developer Expert should be detail-oriented with excellent communication skills, both written and verbal.

    He or she should possess a professional demeanor as well as multitasking, problem solving and organization skills. The candidate should also be able to work well in a team setting and should be able to deal actively with customer satisfaction.

  • Great listening and communication skills to support the learners in their environment
  • Strong interpersonal skills and professional attitude
  • Personal development and Conflict management
  • Must have flexibility to work extended hours.
  • Demonstrates an ability to multitask
  • Interacts effectively with management and customers at all levels.
  • Serves as a role model for others by demonstrating appropriate business conduct and Customer Service principles
  • Applies and understands monitoring records and related documentation.
  • Prioritizes and organizes own work to meet deadlines and deliver quality results.
  • Effectively balances quality and speed to deliver expected results
  • Ability to work under pressure with high performance teams and collaborative work culture
  • Willing to spend additional time with associates to assist with knowledge gaps or missed training.
  • Ability to appropriately and professionally address trainee conduct, attendance, and performance issues
  • Ability to assess trainee performance early on to identify areas of opportunity
  • Adjust training and re-training as necessary to match shifting department practices, policies, and tools
  • Embrace one team approach
  • Flexibility to change priorities based on business needs.
  • Must be flexible to accept cross-functional responsibilities as assigned.
  • Experience with online instructional design, learning design, or curriculum design.
  • The ability to effectively manage timelines and coordinate internal and external teams to deliver results.
  • Organizational Competencies :

  • Business Knowledge - Interprets internal and external business challenges and recommends best practices for the job family, leading implementation of changes for own team;
  • Cultivates relationships with internal and external peers to gain perspective on industry challenges and identify new ways to manage own team

  • Problem Solving and Decision Making - Identifies and resolves technical, operational and organizational problems, which are typically of moderate complexity;
  • Makes decisions guided by policies and the job family / department's business plan that impact the level of service and the team's performance objectives often amidst ambiguity or uncertainty

  • Influence - Guides and influences others either internally in other areas or externally with customers or other external stakeholders;
  • Applies understanding of team dynamics and mediation skills to guide team members to build strong partnerships with one another and other groups that can be continually leveraged over time to accomplish goals

  • Execution - Develops plans and coordinates resources to meet operational objectives within area of responsibility, identifying and reducing obstacles for the team;
  • Establishes goals and achieves results within own scope of responsibility, holding self and others accountable for results

  • Customer Value Creation - Ensures the continual collection of customer feedback by own team to consistently gather insights that contribute to Equifax's ability to provide value;
  • Holds others accountable for delivering value-added services to customers with expected levels of quality and speed that have been previously established

  • Talent Development - Recognizes individual strengths and development needs within own team and arranges specific assignments to address those needs;
  • Understands talent requirements within a team of professionals or first-level supervisors with generally similar skill sets or focus of work and proactively identifies talent internally and externally, working to create opportunities to recruit and leverage talent

    Qualifications :

    5-7 years of experience as a Customer Service Expert in a Contact Center / Share Service environmentMust demonstrate knowledge of adult learning principles and the ability to implement these principles into a training curriculum.

    Proficiency in curriculum development, training delivery and onboarding programsStrong People Skills, Technical and Analytical SkillsMust have knowledge on training methodologies and design.

  • Must have clear understanding of customer services approaches & KPI'sKnowledgeable about existing and emerging training methods / toolsVast experience in assessing customer needs;
  • quality standards for services and evaluation of customer satisfaction.Confident public speaker with excellent group facilitator / presenter skills, able to clearly communicate complex information.

    Facility to evaluate the output of Customer Service Agents against established guidelines, and communicate the results of this evaluation at a Managerial level.

    Ability to work under pressure with high performance teams and collaborative work cultureGreat command of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

    English level C1 is a must.Ability to effectively communicate with Senior Management and Clients.Flexibility to change priorities based on business needs.

    Understanding of interactive tools such as Camtasia, InDesign, Captive among others.Previous teaching experience is a must.

    Knowledge on training metrics is required.Bachelor's degree / studies (Education, structural Design or Translation )

    Position Description

    The Costa Rica Shared Services organization is looking for a Customer Service Trainer with experience implementing & sustaining a Customer Service framework across the site.

    As the Customer Service Expert, the person will be responsible for delivering training in a variety of scenarios : from new hire, refresher training for current staff, to training for vendors who assist with calls for the center & managers.

    This person will develop and administer tests to employees for job readiness, learn new products and services and deliver the information by developing creative teaching techniques and curriculum that is easy for employees to learn from.

    This person will be responsible for creating both classroom materials & interactive training to be successfully deployed across the organization.

    It will also interact with stakeholders ensuring they understand the training environment, have up to date reporting on training progress and identify current and ongoing business needs.

    In addition, this role will develop junior team members of the Training Team & Customer Service Champions across resident units.

    Responsibilities :

    Develop Customer Service framework to support all areasConduct training classes utilizing adult learning teaching techniques to produce knowledgeable, efficient and performance driven employees.

    Recommend and develop additional training classes based on business trends.Interact with all areas of the business on products and services to ensure current practices are included in training materials.

    Provide reporting on effectiveness and progress made on a monthly basis.Partner with Quality Assurance to develop and maintain an up-

  • to-date knowledge base to support a consistent customer experience across all lines of business; to deliver training based on trends analysis;
  • to identify and implement opportunities for improvement with policies and procedures and workflow.Build professional relationships with line of business partners and vendors as necessary to achieve training objectives.

    Develop valid evaluation tools to measure behaviors & business impact. This may include surveys, assessments, & follow up tools to evaluate the effectiveness of the training in order to assess learning & skill development.

    Coaches associate & team members.Prioritizes and organizes own work to meet deadlines and deliver quality results. Effectively balances quality and speed to deliver expected results.

    Ensure effective, consistent communication with managers, peers, and other resource groups - including day-to-day interaction with front line associates, program managers and program owners regarding any change in policies, procedures or new relevant material that needs to be documented and deliver to new or existing associates.

    Effective Communication with all Operational areas to accomplish business goals

    Business Competencies

    A Customer Service Developer Expert should be detail-oriented with excellent communication skills, both written and verbal.

    He or she should possess a professional demeanor as well as multitasking, problem solving and organization skills. The candidate should also be able to work well in a team setting and should be able to deal actively with customer satisfaction.

    Great listening and communication skills to support the learners in their environmentStrong interpersonal skills and professional attitudePersonal development and Conflict managementMust have flexibility to work extended hours.

    Demonstrates an ability to multitaskInteracts effectively with management and customers at all levels.Serves as a role model for others by demonstrating appropriate business conduct and Customer Service principlesApplies and understands monitoring records and related documentation.

    Prioritizes and organizes own work to meet deadlines and deliver quality results.Effectively balances quality and speed to deliver expected resultsAbility to work under pressure with high performance teams and collaborative work cultureWilling to spend additional time with associates to assist with knowledge gaps or missed training.

    Ability to appropriately and professionally address trainee conduct, attendance, and performance issuesAbility to assess trainee performance early on to identify areas of opportunityAdjust training and re-

    training as necessary to match shifting department practices, policies, and toolsEmbrace one team approachFlexibility to change priorities based on business needs.

    Must be flexible to accept cross-functional responsibilities as assigned.Experience with online instructional design, learning design, or curriculum design.

    The ability to effectively manage timelines and coordinate internal and external teams to deliver results.

    Organizational Competencies :

  • Business Knowledge - Interprets internal and external business challenges and recommends best practices for the job family, leading implementation of changes for own team;
  • Cultivates relationships with internal and external peers to gain perspective on industry challenges and identify new ways to manage own team

  • Problem Solving and Decision Making - Identifies and resolves technical, operational and organizational problems, which are typically of moderate complexity;
  • Makes decisions guided by policies and the job family / department's business plan that impact the level of service and the team's performance objectives often amidst ambiguity or uncertainty

  • Influence - Guides and influences others either internally in other areas or externally with customers or other external stakeholders;
  • Applies understanding of team dynamics and mediation skills to guide team members to build strong partnerships with one another and other groups that can be continually leveraged over time to accomplish goals

  • Execution - Develops plans and coordinates resources to meet operational objectives within area of responsibility, identifying and reducing obstacles for the team;
  • Establishes goals and achieves results within own scope of responsibility, holding self and others accountable for results

  • Customer Value Creation - Ensures the continual collection of customer feedback by own team to consistently gather insights that contribute to Equifax's ability to provide value;
  • Holds others accountable for delivering value-added services to customers with expected levels of quality and speed that have been previously established

  • Talent Development - Recognizes individual strengths and development needs within own team and arranges specific assignments to address those needs;
  • Understands talent requirements within a team of professionals or first-level supervisors with generally similar skill sets or focus of work and proactively identifies talent internally and externally, working to create opportunities to recruit and leverage talent

    Qualifications :

    5-7 years of experience as a Customer Service Expert in a Contact Center / Share Service environmentMust demonstrate knowledge of adult learning principles and the ability to implement these principles into a training curriculum.

    Proficiency in curriculum development, training delivery and onboarding programsStrong People Skills, Technical and Analytical SkillsMust have knowledge on training methodologies and design.

  • Must have clear understanding of customer services approaches & KPI'sKnowledgeable about existing and emerging training methods / toolsVast experience in assessing customer needs;
  • quality standards for services and evaluation of customer satisfaction.Confident public speaker with excellent group facilitator / presenter skills, able to clearly communicate complex information.

    Facility to evaluate the output of Customer Service Agents against established guidelines, and communicate the results of this evaluation at a Managerial level.

    Ability to work under pressure with high performance teams and collaborative work cultureGreat command of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

    English level C1 is a must.Ability to effectively communicate with Senior Management and Clients.Flexibility to change priorities based on business needs.

    Understanding of interactive tools such as Camtasia, InDesign, Captive among others.Previous teaching experience is a must.

    Knowledge on training metrics is required.Bachelor's degree / studies (Education, structural Design or Translation )

    Primary Location : CRI-Heredia

    Function :

    Function - Fulfillment / Operations

    Schedule : Full time

    Full time

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