Customer Care Trainer

Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of no matter who they are or where they are. One customer, one family, one community at a time.

ABOUT THIS ROLE

We are looking for a Customer Care Trainer to educate our support, departments, and customer care teams by conducting seminars and interactive courses for new and current team members.

Customer Care Trainer responsibilities include facilitating on-the-job coaching, developing educational material, and organizing training sessions for new hires. If you’re familiar with teaching soft skills like negotiation and problem-solving, teaching techniques, communication, and leadership, also knowledgeable on KPIs, reporting, and delivery data, these are things we are looking for.

Ultimately, you will make sure our customer care experts develop their skills and successfully address clients’ needs.

ROLES & RESPONSIBILITIES

• Develop digital and print educational material (e.g. videos and manuals)
• Organize classroom-style seminars about product features and care techniques
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork, and conflict management)
• Identify individual and team skills gaps
• Schedule regular training sessions (e.g. monthly or quarterly)
• Ensure new hires take on basic care training courses, including communication and troubleshooting skills as well as teach internal systems.
• Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
• Coordinate mentorship programs for new customer care experts.
• Leadership is a must; the trainer would be the first point of contact and interaction with the team while developing abilities.
• Assess the impact of each educational course on staff performance and client satisfaction
• Maintain updated records of training curricula and material

POSITION REQUIREMENTS

• Work experience as a Customer Care Trainer or similar role
• Strong background experience in customer care positions
• Knowledge of Learning Management Software (LMS)
• Familiarity with interactive learning activities
• Excellent communication and presentation skills
• BSc degree in Education, Human Resources, relevant field or equivalent. More education or experience may be preferred.
• Additional certification in training is a plus
• Schedule Availability

PERKS & BENEFITS

• Hybrid work mode (3 times per week from office)
• Language courses
• Udemy e-learning platform
• Medical care package for the employee and family with the ‘Freedom of Treatment’ service
• Life insurance on preferential terms
• Multisport card on preferential terms
• Employee referral scheme

Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Check out our website to learn more about the company at: http://www.riamoneytransfer.com/

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.