Customer support trainer for Swedish fintech company

The Trainer role is vital for delivering high-quality pre-process and process training to new hires, ensuring they are well-prepared for their roles. This position focuses on upskilling and updating the project knowledge of BAU teams, using effective learning methodologies to enhance overall performance. By running PKTs and collecting evidence for knowledge improvement, the Trainer contributes to continuous development and operational excellence. This role is crucial in maintaining a knowledgeable and proficient workforce, supporting the organisation's goals and ensuring a high standard of service delivery. We are currently seeking candidates who are fluent in Swedish, German, or Norwegian.

Responsibilities:

Plan, develop and facilitate internal training for new and existing personnel. Provide support to the training manager in establishing, measuring, and monitoring key training metrics Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training Provide constructive coaching and feedback to associates Training effectively and efficiently Design and evaluate training and performance interventions (pre and post training assessment) Identify performance gaps, causes of performance gaps and provide solutions to the training and production teams Actively monitor calls by listening to the agents calls (Recorded / live) and share required feedback. Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process. To be updated on all process related information for training purposes and available to take calls to keep in touch with operations Publish daily / weekly / monthly reports to stakeholders Maintain historical data for the associates trained.

Requirements:

• Near native (interpreted as CEFR level C1) or native relevant market language and fluent English skills (B2+ or better) in writing and speaking to understand documentation and log accurately in the client systems

• Good communication skills Capable to work flexibly in a team environment, driven by the motto that Together Everyone Achieves More Experience in handling a portfolio with customer services programs (experience with Retail programs is an advantage)

• Excellent written and verbal communication skills

• Must possess good presentation skills

• Excellent Organisational and planning skills

• Good understanding of Group Dynamics (diversity)

• Experience in MSOffice applications like Word/Excel/PowerPoint Analytic and Results Oriented

• Strong experience in presentation skills

• Experience in Customer Support/Customer

• Relationship/Customer Service

• 2+ Years experience as trainer in customer service environment

• At least 1 year of working experience in a fintech, banking or a related field is required for this position.

What we offer

• Relocation package and full support in the relocation process

• Working in an international environment

• Career opportunities

• Working in a place where new ideas and process improvement are always appreciated

• Benefits – health insurance, team-building activities, taxi services, free gym, etc.

• Engage in additional sports and social responsibility activities

• Flexible work schedule

• Salary above the average level in Latvia

• Professional training and excellent experience in customer care

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If you believe this role is the right fit for you, we encourage you to apply. We look forward to scheduling an interview with you soon.

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