The Ugandan Jobline

Job Title:    Customer Experience/Service
Trainer

Organisation: Genius
Hub

Duty Station: Kampala,
Uganda

About US:

Genius Hub is a
Human Capital Solutions Firm that specializes in talent search and placement of
highly skilled individuals for clients in East Africa.  Our client is a global
leader and pioneer in delivering affordable solar-powered solutions designed
for the two billion people in the developing world without access to reliable
energy. They provide distributed solar energy solutions for households and
small businesses that are transforming the way people all over the world use
and pay for energy.

Job Summary:  The Customer Experience/Service Trainer will
be tasked with training of the customer service team (shops, call center,
retention team), New induction training, coaching etc.

Key Duties and Responsibilities: 

• Identification of training needs, crafting them into workable
  training and subsequently executing the training;
• Plans, conducts, coordinates and implements a comprehensive training
  program for staff. Training components will be geared toward new hires,
  existing staff and individuals who seek one-on-one assistance;
• Develop digital and print educational material e.g. videos and
  manuals;
• Organize classroom-style seminars about product features and sales
  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 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;
• Coordinate mentorship programs for new customer service
  representatives;
• Assess the impact of each educational course on staff performance
  and client satisfaction;
• Maintain updated records of training curricula and material;
• Develops individual results by maintaining policy and procedure
  resources; providing coaching; conducting training sessions; developing
  outcome improvement resources;
• Improves training effectiveness by developing new approaches and
  techniques; making support readily available; integrating support with
  routine job functions;
• Updates job knowledge by participating in educational opportunities;
  reading professional publications; maintaining personal networks;
  participating in professional organizations;
• Engages in all sales- and service-related tasks, including but not
  limited to process improvement, group and individual call observation,
  quality calibration and mentoring activities;
• Performs all other duties as required.

Qualifications, Skills and Experience: 

• The applicant must hold a Bachelor’s Degree in Business
  Administration or any related field;
• Two years of proven working experience in customer service or call
  center/shops training
• Reporting skills, attention to detail, deadline oriented, reporting
  research results, confidentiality, time management, data entry management.
• Excellent presentation skills (oral and written), as well as ability
  to motivate, teach and inspire staff;
• Excellent Computer literacy in Microsoft applications;
• Ability to develop training and methodology programs that are unique
  to the organization’s goals, values and mission statement;
• Ability to problem solve;
• Strong analytical and decision making skills;
• Self-development skills;
• Ability to multi-task, prioritize, and a manage time effectively;
• Flexible with movement, agile, self-driven, good at planning and
  organization.

How to Apply:

All suitably
qualified and interested applicants should send their applications, CVs and
academic documents in one pdf document to geniushub@kskassociates.net not in
the attention of the Recruitment Director. Please Quote Reference GH2019/029

Deadline: 25th May 2019

For more of the
latest jobs, please visit https://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline

Related Jobs