Customer Care Trainer

# One Group | One Power

ELPEDISON is the first independent energy utility in Greece, and a leader in providing outstanding and innovative energy solutions. We operate with enthusiasm in what we do and we pride ourselves of offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, to incite our new digital transformation program. If you are skilled in data management, data science, advanced analytics, technology project management, or related fields, this can be a big opportunity for YOUR career.

ELPEDISON, with its two privately-owned power plants in Thisvi (Voiotia) and Thessaloniki, with a total installed capacity of 820 MW, uses natural gas as fuel and ensures a clean and continuous electricity flow, based on a highly environmentally-friendly power generation process.

We are currently looking for a Customer Care Trainer to be responsible for evaluating department's training needs and creating and delivering a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides. The role also conducts all training sessions related to customer operations activities at a cross divisional level.

What will you do:

• Liaise with managers to determine training needs and schedule training sessions.
• Conceptualize training materials based on data and research.
• Conduct training sessions, provide feedback after training and support and mentor new employees, assisting them to become acquainted with the basic policies of the company.
• Keep attendance and other related records on training related aspects (attendance, evaluations, etc.).
• Prepare according training tests per module.
• Conduct agent performance evaluations through mystery calls and side by side listening so as to identify areas of improvement per agent, targeting to provide high quality of customer service.
• Monitor employee performance and learning agility related to training.
• Design effective training programs based on COPs Department’s needs and regulation amendments.
• Propose system and procedure enhancements targeting to enhance customer experience, customer engagement and loyalty.
• Design system specifications of the online training platform in order to support the developing training needs of the COPs Department.
• Participate in company projects related to Customer Service, Customer Experience, Customer Retention & Loyalty.
• Be responsible for continuous self-development based on the evolutions of training methods, approaches and skillset.
• Prepare basic reporting on related tasks of the role.

What you need to be successful:

• A Bachelor degree
• 2-4 years of relevant working experience
• Proven experience as corporate trainer
• Excellent knowledge of MS Office (esp. PowerPoint)
• Understanding of effective teaching methodologies and tools
• Phenomenal communication, presentation and public speaking skills
• Willingness to keep abreast of new techniques in corporate teaching
• Critical thinking and decision making
• Confident public speaker
• Excellent analytical thinking and procedures oriented
• Excellent written and verbal communication skills
• Excellent communication & interpersonal skills

Our offer to you:

• Competitive salary
• Performance-based variable pay 💰
• Ticket restaurant card 💳
• Transportation reimbursement ⛽
• Private Health Insurance coverage 🩺
• Pension Scheme
• Home electricity and natural gas discount ⚡
• Continuous learning & upskilling opportunities and access to our premium online training platform 📚
• Hybrid Working
• One extra day of paid time off
• Reimbursement for your athletic activities 🥈
• Unlimited fruits and snacks at the office 🥜

Elpedison S.A. will keep your personal information for a period of 2 years from the submission date, after which we will delete your personal data. Elpedison S.A. has the right to transfer your personal information to third parties to whom it has assigned services, which require the collection and processing of such personal data for candidate evaluation in the process of personnel selection.

For more information regarding the processing of your personal information and exercising your rights, please read the Elpedison's Privacy Policy.