Customer Services Trainer
Introduction
Establishment in 1998 and is considered to be a leader in service delivery, innovative product development and in assisting Brokers/UMA's/Administrators and Underwriters to be more efficient.
Description
Leading Insurance firm is seeking a Customer Services Trainer to join their team with extensive experience to educate our customer service facilitating on-the-job coaching to our customer service consultants.
Requirements:
• Customer Service Experience
• Additional certification in training is a plus.
• Inbound call centre experience
• Strong presentation and facilitation skills
• Strong verbal and written communication skills
• Excellent interpersonal skills
Experience & Qualification:
• Matric
• MS Office (Excel, PowerPoint, Word, Pivot)
• Short term & Long-term insurance knowledge would be advantageous.
Responsibilities:
• Preparing new consultants for moving to the call centre
• Developing print and digital educational/training material
• 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 sales training courses, including communication, and troubleshooting skills.
• Liaise with managers and encourage on-the-job coaching (e.g., how to handle difficult client cases)
• Liaise with managers and encourage on-the-job coaching (e.g., how to handle difficult client cases)
• Develop teams’ skills in areas of customer service and communication.
• Track staff performance to assess training effectiveness.
• Prepare and compiling of training reports.
• Facilitate one-on-one and group training sessions utilizing multiple techniques such as content sharing, role play and live call feedback.
• Implement mandatory assessment to test staff readiness.
