Customer Service Trainer at PalmPay

Job level: Mid Level

Job Description

• Strategize and implement excellent Customer Service Delivery in Call Center.
• Drive the developing and reviewing processes relating to enhancing customer experience.
• Build and continuously update the Customer Care knowledge base.
• Work together with the product team to develop necessary training material to use in training CSRs.
• Ensure all CSRs are vast in the company’s product knowledge and processes to enhance good customer experience.
• Schedule periodic training for the entire team and certain individuals as the need arises.
• Responsible for the daily performance improvement of CSRs.
• Often draw up training plans in line with the pressing need of the entire CC.
• Any other duties assigned by the Customer Service Manager

Job Requirements

• Bachelor’s Degree or Higher National Diploma (HND).
• 3+ years of relevant leadership experience in a customer service role.
• 1+ year experience as a trainer in a call center with proper knowledge on how to build and maintain a good knowledge base.
• Excellent oral and written communication skills.
• Strong analytical skills. Use of Analytical tools (Excel etc) and functions like IFs, PIVOT Table, Trend Lines, etc. will be an added advantage.
• Strong working knowledge of PC based internet and software applications (Microsoft Office Access, Outlook, Word, Excel, Power Point etc).
• Able to handle, prioritize, multiple projects simultaneously.
• Understanding of contact center platforms (IVR, CRM, Knowledge base management, etc.).
• Understanding of financial services and smartphone apps.
• Ability to prepare training materials using PPT.

Salary
N150,000 monthly (Basic) + N50,000 KPI