Khách sạn Cititel Hà Nội

Mô tả Công việc

Principle duties:

• We are seeking an experienced and enthusiastic Customer Service & Training Specialist fluent in both German and Vietnamese to join our team. This individual will play a key role in developing, coaching, and mentoring our customer service agents, equipping them with the skills necessary to provide exceptional customer support. The trainer will focus on fostering a service-oriented mindset, delivering sales through service, and maintaining the brand's voice while ensuring effective communication in both languages.

Key Responsibilities:

• Language Support: Deliver training sessions primarily in Vietnamese, providing agents with the tools and skills needed to support German-speaking customers effectively. Offer guidance on cultural nuances and language best practices to ensure clarity and excellent customer service through translation tools.
• German Language Training: Conduct basic German language classes for agents, providing foundational knowledge to enhance their understanding of common phrases, customer interactions, and culturally appropriate responses.
• Cultural Awareness Training: Provide training on German cultural nuances and communication styles to ensure agents are culturally sensitive and can build rapport with German-speaking customers.
• Training Delivery: Develop, organize, and deliver interactive training sessions for customer service agents, covering product knowledge, customer service techniques, sales through service methods, and best practices for live chat interactions.
• Live Chat Expertise: Train agents specifically on live chat service techniques, including quick, empathetic responses, multitasking, and maintaining brand voice while engaging with customers online. Evaluate and provide feedback on live chat interactions to optimize performance.
• Translation Support: Guide agents on the effective use of translation tools to translate between Vietnamese and German, ensuring accuracy, cultural sensitivity, and clarity in customer communication.
• Quality Assurance: Observe live chat and call interactions, provide feedback to the Quality Control team, and identify improvement opportunities to enhance the quality of customer engagements.
• Sales Coaching: Promote a "Sales in Service" approach, coaching agents to upsell and cross-sell services while maintaining a strong customer-first mindset.
• System Familiarization: Train agents to effectively navigate and use live chat systems, emphasizing self-service options and efficient customer issue resolution.

Yêu Cầu Công Việc

Qualifications:

• Proficiency in German and Vietnamese (both spoken and written) is required.
• Basic English is a plus
• Experience in Customer Service Training, with a focus on live chat service or related coaching roles, ideally within the telecommunications industry.
• Strong knowledge of customer service software, CRM systems, and the ability to teach technical processes.
• Experience in translation and effective use of translation tools for communication between Vietnamese and German.
• Ability to conduct basic German language classes for Vietnamese-speaking agents to support customer interactions
• Understanding of German culture and communication nuances to ensure agents can relate to customers appropriately and effectively.
• Demonstrated ability to create engaging and impactful training materials and sessions.
• Excellent communication skills with an empathetic and motivational approach.
• Experience promoting service-based sales strategies and fostering a supportive learning environment.