Customer Care Training Specialist Hoofddorp • BYD Europe

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A Customer Care Training Specialistis responsible for developing, implementing, and overseeing customer service training programs within the organization. The goal is to ensure customer service representatives are well-prepared to handle customer inquiries, resolve issues, and provide excellent service. This role involves assessing training needs, creating learning materials, coaching staff, and monitoring the effectiveness of training programs to ensure a high standard of customer care.

Key Responsibilities:

1. Training Program Development

• Design and create comprehensive customer care training programs for new hires and ongoing development of existing staff.
• Tailor training content to address specific organizational needs, customer feedback, and service goals.
• Develop and update training materials such as manuals, e-learning modules, video tutorials, and quizzes.

• Conduct training sessions, workshops, and webinars for customer service representatives.
• Provide hands-on support to staff, facilitating skill development through role-playing and simulation exercises.
• Monitor and evaluate the performance of trainees during and after training to ensure competency.

• Assess the training needs of customer service teams based on performance metrics, customer feedback, and employee evaluations.
• Work with department managers and team leads to identify gaps in customer care skills and knowledge.

• Lead and mentor a team of trainers or facilitators.
• Provide feedback and coaching to trainers to improve their performance and ensure training programs are effective.

• Evaluate the success of training programs through surveys, testing, performance reviews, and tracking key metrics such as customer satisfaction, resolution time, and agent performance.
• Continuously assess the effectiveness of training and make improvements based on feedback and performance data.

• Keep abreast of industry best practices, emerging trends, and technologies to improve customer service and training effectiveness.
• Incorporate new tools or strategies, such as AI-based training or gamification, to enhance learning outcomes.

• Collaborate with cross-functional teams (such as operations, and quality assurance) to ensure alignment on training goals and strategies.
• Maintain effective communication with management and stakeholders to report on training progress, outcomes, and areas for improvement.

Key Skills and Qualifications:

1. Training & Development Expertise

• Strong background in designing and delivering training programs, particularly in customer service or related fields.
• Knowledge of instructional design principles and adult learning theory.

• Ability to lead, motivate, and manage a team of trainers (Providers trainers) or customer care professionals.
• Effective communication and interpersonal skills to build rapport with trainees and senior management.

• Ability to assess training needs through data analysis and employee performance metrics.
• Evaluate the impact of training programs on business outcomes (e.g., customer satisfaction, employee performance).

• Deep understanding of customer service principles, including problem-solving, empathy, and communication skills.
• Knowledge of customer service tools, CRM systems, and communication channels.

• Familiarity with training software, learning management systems (LMS), and digital platforms for virtual training.
• Comfortable using data analysis tools to monitor training effectiveness and employee performance.

• Excellent verbal and written communication skills to deliver engaging training content and provide feedback.
• Strong presentation skills to effectively engage diverse audiences.

• Ability to identify challenges within the customer service department and devise creative solutions.
• Flexibility to adapt training content and methods based on individual or team needs.

• Strong organizational skills to manage multiple training projects simultaneously, ensuring timely delivery and coordination with other departments.

• A degree in business, communications, human resources, or a related field is typically preferred.
• Certifications in customer service, training, or leadership (e.g., Certified Professional in Learning and Performance, Customer Service Certification) can be advantageous.

• Previous experience working in automotive or in a customer service role, with a solid understanding of common customer service challenges and solutions.
• Proven track record of managing or coordinating training initiatives, particularly within customer care or a similar field.

Please be noted that this role will be relocated to Hungary in the future.

We offer:

• Performance and experience based competitive remuneration, pension plan.
• 25 holidays + option to purchase 5 extra holidays.
• Commuting allowance.
• Department & company wide teambuilding events.
• An exciting opportunity to be part of European transition to Zero Emissions transportation and de-carbonization of the economy.
  

Our Purpose is to build a zero-emission future that reconnects humanity with nature and a World of clean air. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team 🌏