Our prestigious partner, Fressnapf International Business Services is looking for new colleagues to join their team at Pécs.

Introduction
They are animal lover professionals who are passionate about smooth processes and progressive solutions. Thats why they look for competent, animal-loving doers who think like they do. Their priority is their community and their people.

Thanks to their boutique set-up, your contribution to their mission will never get unnoticed. Beyond, they support your growth – let it be via foresight international projects or personal development.

Do you like their approach? Do you think and feel the same way? Then apply for this position!

Job description
The Customer Service Trainer and Quality Expert will work closely with agents and upstream process owners to enhance their product knowledge and customer service skills. The role involves designing and delivering tailored training programs, using a variety of delivery methods, and collaborating with process owners to identify process improvements.

The Trainer and Quality Expert will also be responsible for monitoring the performance of agents, providing coaching and support, conducting regular audits, analyzing customer feedback, and developing action plans to improve the overall customer experience. The Trainer and Quality Expert will be responsible for keeping the knowledge management framework up-to-date and ensuring that it aligns with the needs of the organization.

What to expect
Identify areas for improvement and design & deliver training to enhance agents product knowledge and customer service skills.
Support the transition of activities by creating and maintaining the knowledge management framework
Develop & implement training programs tailored to the needs of agents using classroom training, e-learning, and on-the-job coaching.
Collaborate with process owners to identify improvements and develop best practices to enhance overall customer experience.
Monitor the performance of agents, identify areas for improvement, and provide feedback to help them achieve their goals.
Provide coaching and support to help agents improve their performance and meet their targets.
Conduct regular audits of customer interactions and provide feedback to agents to help them improve their performance.
Analyze customer feedback to identify trends and areas for improvement and develop action plans to address these issues.

Requirements
Extensive knowledge in the field of Customer Service with confident training skills and fluent German and English.
4-5 years of experience in a customer support organization
Strong, advanced German and English language skills
Strong knowledge of adult learning principles and training delivery methods.
Know-how of quality assurance, process improvement, or a related field.
Previous participation in training new joiners or other employees
Familiarity with customer service software and tools.
Competence to analyze data and identify trends and patterns.
Ability to work independently and in a team environment

Our Offer:
The love of animals is the companys DNA – if you have a dog, you can bring him/her to work with you
Unique corporate culture – you will experience openness, transparency, and appreciation in an innovative, dynamic environment
You can be YOU, the “you” culture will be used across the entire company and across all hierarchical levels
An extremely successful business model in combination with permanent expansion and high growth, even in uncertain times
Work-life balance and flexible working hours – you have the opportunity to use the advantages of mobile working
Because you deserve it! – Attractive remuneration as well as various additional services and benefits, e.g. employee discounts or cafeteria scheme, are a matter of course for us
The well-being of their employees is really important
Your development is important – the company will support you with a wide range of learning opportunities