SYKES

Returning Candidate?

Trainer

Trainer

Job ID 
2018-63606
City 
Edinburgh
Country 
United Kingdom
Type 
Regular Full-Time
Advert Closing Date 
4/23/2018

More information about this job

Overview

Harman2

 

  • Are you passionate about music and audio products? Are you dedicated to help our team delivering the ultimate customer experience and technical support for Harman products? We are looking for a Trainer to join our exciting client providing excellent customer service in a technical background.  If this interests you we would love to talk to you

     

    What you will be doing…

    • Responsible for the delivery of Product Training and other training modules as required, fully informing agents in all tasks, procedures and working instructions necessary in the execution of their daily tasks and duties, ensuring consistency, in line with SYKES corporate standards.
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    • To create, update and develop Training material as required.
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    • Take initiative to learn new programs, products and scenarios, continually expanding knowledge and understanding of Harman products.
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    • Promote agent performance through a variety of channels including but not limited to QMs, Knowledge Based Quiz, Agent Feedback. 
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    • Work closely with Harman Product Specialists, SMEs and Management team to improve training material, identifying training gaps, run refreshers and deliver training. 
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    • Create and maintain the account’s minimum skills record.
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    • Create and maintain training schedules for any required new/refresher training in the account.
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    • To make sure all new starts complete Training Feedback Forms after initial training and 90 days after go-live. Collate the feedback receives and share findings with management team.
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    • Assist with Quality management and NPS analysis to help identify training opportunities and understand drivers.

     

    • Liaise with client representatives on customer escalations and specific cases to a satisfactory resolution, both technical and procedural.

     

    • Support TL with new agent on boarding.

     

    Essential skills required…

    • Candidates should be qualified to HND level or equivalent. They must have training experience and proven communication skills.
    • The position requires flexibility, independent work and initiative. The job would involve flexibility in working hours and may include weekend shifts.
    • Must be fluent in English (Swedish, German, Dutch, French would be advantageous)
    • Ability to remain calm under pressure.
    • Ability to multi task.
    • Propensity to continuous learning and development.
    • Engage with brand loyalty and client goals.
    • Excellent decision-making skills and ability to use own initiative.
    • Ability to manage and prioritize own workload within a demanding environment.
    • Passion for music, audio products and customer service.
    • Good interpersonal and communication skills across multiple communication paths.
    • Reasonable analytical skills.  
    • Excellent troubleshooting skills and technical background.
    • Basic knowledge about WIFI and home network. Connect PC, Phone or tablet to network access.
    • Knowledge / awareness of Bluetooth, standard A/V connections (HDMI, SPDIF etc.), wireless devices, Android, iOS, Windows.
    • Some general knowledge of Streaming Services.
    • Committed to a high level of accuracy and excellent attention to detail.

     

    Advantageous knowledge and experience…

    • Hands-on experience of audio/video devices preferred
    • Experience working in Electronics, Mobile, Car-accessories
    • Knowledge of Salesforce or other similar CRM systems
    • Minimum of 1 to 2 years work experience
    • Technical knowledge of Harman audio products and comprehensive knowledge of Harman tools and processes
    • Training and/or Teaching qualifications would be a distinct advantage but is not a prerequisite. 
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    Working Hours

    40 hours per week on a rotational basis

    Harman operating hours: 8 am to 6pm Monday to Sunday

    Security Compliance

     

    Employees are required to maintain compliance with Sykes safety, security, and privacy programs.   Responsible for being an active participant in the Sykes safety, security and privacy programs to protect Sykes' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all Sykes' employees.

     

    Ethics Compliance

    Sykes is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to Sykes policies on ethics and integrity.

     

     

     

     

     Harman1