Multilingual Customer Service Trainer/coach
7 months ago
**Job Title**:Multilingual Customer Service Trainer/Coach (German & English Speaking)***
**Salary**:£32,000-36,000 Per annum (DOE) + bonus
**Location**:Konecta Group - Ringwood
**Hours**:40 paid hours per week.***
**Shifts**:40 paid hours per week. Shifts between 8.00am and 8.00pm Monday to Saturday.
**Main Purpose of Role**
The ZEAL Group ‘Create a better world of lottery’- One that’s thrilling, fun and packed with life-changing moments. They are regulated in multiple jurisdictions across the globe, with offices in London, Madrid and Hamburg. The Zeal Group is an exciting campaign which helps power the world of lotteries and brokers tickets for customers in Germany.
**Our Philosophy**
**Our Vision**:
Our aim is to make customers happy via the channels of their choice. Could there be a better way to achieve this than with a dedicated team enjoying what they do? We believe in having fun at work, we love technology, we love stats - and most of all, and we love finding new ways to innovate.
We are committed to crafting outstanding experiences for our customers, building trust and loyalty through personalized solutions and unwavering support.
Our relentless pursuit of excellence extends beyond customer interactions, ingrained in the very essence of our culture, propelling us to surpass expectations and establish new industry benchmarks.
**Our Mission**:
We’re not title-driven but focused on providing as one team - succeeding and failing together. Currently, we operate on two support levels: the first line and the specialist second line support. You will be part of the first line support, so we can truly focus on all those important contacts that need your personal touch. You will have the opportunity to grow with almost no barriers. If something doesn’t work for you, show us a better way of doing things - all ideas are welcome.
Each interaction serves as a testament to our unwavering commitment to customer satisfaction. We foresee a future where our dedication to exceptional customer service not only sets us apart but becomes a standard for others. As a cohesive team, we aim to cultivate an environment that fosters personal and professional growth, empowering each member to reach their full potential within their roles.
Join us in a great fun team, committed to make our customers happy and the future or their lotto experience even more amazing.
**Skills Requirements**
- Training/coaching qualifications or equivalent.
- Excellent numeracy and literacy
- Excellent customer service skills
- Good analytical, decision making and problem solving abilities
- Excellent written and spoken communication skills, in both English and German.
- Track record in training/coaching.
**Key Accountabilities**
- To monitor performance and quality standard of all agents, ensuring all KPI’s are met.
- To be able to identify areas of concerns, conduct feedback sessions and set targets/expectations.
- To actively improve our training/coaching standards or identify new ways/approaches to training/coaching sessions.
- Handling the on boarding and development of any new joiners
- Develop and increase the knowledge of all agents by holding weekly/monthly best practice, soft skills workshops.
- Knowledge base/Training manual/Coaching manual management.
- To provide feedback and set performance and quality expectations in line with the agreed KPI’s.
- To work closely with the Team Leader to ensure client expectations are met.
- To present our clients in a professional manner at all times, whether in person, by phone
or in writing.
- To continually look for ways to improve performance.
- To be well organised, professional and reliable.
- To work alongside the team by effectively working on contacts.
- To work flexibly between the hours of 8am and 8pm, Monday - Saturday.
- To demonstrate a willingness to learn and have fun at work
**Who are Konecta Group?**
**Why work for us?**
50% discount with More-bus for monthly and quarterly tickets (Easy connections in and around Bournemouth and Salisbury to Ringwood.)
Pension Scheme with Standard Life
Eye test vouchers and discounts
Discounted corporate gym membership with Anytime Fitness (24 hour gym with over 5000 sites globally)
Campaign specific benefits including discounts, incentives and prizes
Recommend a friend scheme paid reward of £500
Apprenticeship qualifications and career flight path schemes
Recognition and reward schemes with Love to Shop Voucher rewards
20 days holiday (including German bank holidays).
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