Customer Service Training Team Lead

at GET YOUR GUIDE
Location Berlin Kreuzberg, Germany
Date Posted 18. September 2017
Category Customer Service / Support
Job Type Full-time
Street + Number Erich-Weinert-Straße 145
City Berlin

Description

We are looking for an experienced Customer Service Training Team Lead to drive the performance of our training team, ensuring that our agents receive high-quality training to help turn our customers’ trips into amazing experiences with total customer excellence.

About GetYourGuide:

With 400+ employees from 45+ nationalities, GetYourGuide is on a mission to turn trips into amazing experiences by helping Customers discover and book the best things to do in a destination. From its founding in 2009, GetYourGuide has grown to be the world's largest online platform for booking travel tours, attractions, and activities.

Team Mission

The CS Training Team is the backbone of our global Customer Service department. They facilitate the onboarding training by providing an introduction into our company, products and all processes. They also work on skill development and improvements and give training to our business partners. It is the team’s mission to provide world-class training to build the groundwork for a world-class service.

Responsibilities

Motivate and inspire our training team by
Conducting annual performance and people management reviews as well as weekly one-to-ones
Coaching and motivating low performers and identifying growth possibilities for high performers
Acting as a mediator to avoid or resolve conflicts
Manage daily operations and workflows in an efficient manner, including scheduling and rostering of the team
Prepare and elevate training material and carry out training and coaching sessions for the team
Liaise with the Customer Service excellence team for constant improvement cycle
Motivate and excite people to develop their skills
Organize e-learning processes and certifications for trainers and the team
Develop your training team, improve their skills and lead them with experience

What we look for

An experienced Training Team Lead with at least 2 years experience within a customer service environment
A coach who strives to motivate a team in a dynamic environment to achieve productivity goals as well as quality targets
An experienced project manager who can monitor projects independently
An excellent communicator who can convey complex information in a clear and structured way
A proactive and organized mind who is always willing to find solutions
A passionate “people person” who values the customers’ experience
A flexible person who can adapt to changing systems and processes
A role model who shares our core values

Why work with us

Full ownership and responsibility from day one
Learn and grow while working alongside an international team with more than 50 nationalities
Virtual stock options that make you an integral part of the company’s growth and success
GetYourGuide Vouchers... to experience our products for yourself
Personal improvement opportunities including German lessons & Yoga and Meditation Classes
Free breakfast and drinks everyday, and fun Fridays with Pizza and Beer
GetYourGuide events such as Summer Summits, regular Team events, Christmas & Summer Party
The office is located in the heart of lively Kreuzberg

Curious?

Do you have the skills to do the job, enthusiasm for our vision and fit our culture? Please send us your Resume + Cover Letter in English via our career page. We’re looking forward to hearing from you!

Meet our team and get to know more about their daily work on our blog. Check out “Behind the Scenes with Ballet”

If you have any questions please do not hesitate to contact us via jobs@getyourguide.com!

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