Job Description

Minimum Requirement

• 5-10 years in a Senior Training Capacity.
• Background in developing teams, ideally in Customer Service within the Hospitality industry (Not essential).
• Well-written training materials in above-average English language skills
• Background in teaching and facilitation to large groups.
• Skills development
• Knowledge of EE submissions and all training and skills-related legislation.
• Budgeting and cost analysis for the whole department.
• Customer Relationship Management and HR Management qualification or related.
• Excellent communicator, resourceful, and passionate.
• High emotional intelligence and empathy skills.

Responsibilities

• Resolve all training requirements for various customer operations.
• Develop and maintain documents for various processes and assist in preparing appropriate development plans for the same.
• Provide optimal level of customer service to all customers.
• Design and maintain training courses for all materials and develop appropriate computer applications for manuals.
• Coordinate with various employees and provide feedback to all stakeholders.
• Maintain high-level knowledge of products and services.
• Facilitate in providing training sessions, develop appropriate objectives, and ensure achievement for same.
• Provide training to all operations teams as per requirement.
• Maintain records of all associated training materials and manuals.
• Provide technical support to all recruits and provide training on all human resources related to the job.
• Monitor all client issues and provide training to resolve all service-related queries.
• Ensure optimal levels of customer satisfaction and compile all feedback to analyse the work of employees.
• Provide support to all national and regional training programs.
• Participate in various team and store meetings.
• Managing a national service team.
• Driving consistency across the country.
• Implementing incentive drives.
• Driving company culture.