Customer Service Trainer Kenyan Jobs.

Customer Service Trainer Kenyan Jobs.
Position Title:Customer Service Trainer (several positions)
Reports to:Practice Head – Customer Service
Duty Station:Nairobi, Kenya

Basic Purpose:
To impart knowledge on products, processes & systems and skill the role holders on The Company’s
ways of working and thus enabling them to achieve defined business metrics.

Principle Accountabilities::
Timely sign off of the training calendar.
•Ensure that the training is delivered on time with the minimum defined
number of people.
•Conducting the steering council meeting with the client representative as per the defined calendar
•Responsible for effective communication with business. Should act as a
bridge to bring the market realities to business and translate the business
strategies at the ground level for implementation.
•Complying with the processes defined and ensuring that the reports like
Post Training Reports (PTR), attendance sheets, Impact stories are filled
and submitted on time.
•Ensuring that the maximum number of role holders is covered for training
and thus the training benefit is optimized.

Knowledge and skill enhancement of the CS personnel so that they are more competent to meet
the defined business metrics
•Effective training delivery as per the defined Training Man-days target.
•Evaluating the extent of knowledge enhancement by conducting Job

Knowledge Quiz’s
•Impacting productivity of CS personnel by enhancing their Customer Service skills
Customization of Content as per the business and people requirement of the Opco operating in.
•Understand and study the business challenges and the market reality of the region operating in.
•Update one’s knowledge on country’s laws and regulations so as to customize content accordingly which helps the CS staff to sell products and resolve customer queries while complying with the local laws.
• Get an in-depth understanding of the training requirements of the CS staff so as to modify the content accordingly.

Major Challenges:
The challenges faced by this role holder would be to understand and adapt to the changing needs of the
business in the region one operates in. The holder would have to be constantly updated on the various
products and schemes from the competition and the company and thus update the content accordingly.

Essential Skills & Knowledge: Education
The ideal candidate should be in possession of a Graduate or Post Graduate qualification from a
recognized university

Relevant Experience:
Have a minimum of 5-7 years CS experience, at least 2 of which should preferably be in the telecom
sector
 
Personal Characteristics & Behaviors:
•Strong Communication Skills – Both written and spoken
•Knowledge of local language
•People’s person who has the ability to create bonds easily and quickly
•Good Presentation Skills
•Subject matter knowledge
•Ability to engage and build relations with multiple stakeholders, including trainees,
•Managers and others
•Expert in MS- Office
•Should be able to present himself as a mentor whom can be looked upto for guidance and knowledge

APPLICATION PROCESS
Interested candidates are requested to submit their applications on e-mail, together with the latest copy
of CV, day time telephone number and details of their current remuneration to: recruit@idp-ea.com so as
to be received on or before Friday 15th October 2010. The interview process will commence immediately CVs are received.

Only candidates who meet the minimum requirements will be contacted.

To View this and other opportunities or upload your CV, visit our website on http://www.idp-ea.com/featured-jobs/ Member of the DCDM/BDO Organization