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Customer Service Trainer, CS IT Consumer Training Team

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
Please submit your CV in English

We are currently looking for a permanent Customer Services Trainer – Italian speaking to join our team in Cagliari, Italy.

You will have the important role of helping the employees across the different sites to be at their best for our customers. You will be responsible for the end to end delivery of existing L&D solutions mainly to our Customer Service Associates. In this role, you will do a mix of learning activities both in structured/formal learning settings as well as on the operational floor. You will be responsible for the development of performance improvement initiatives and delivering structured/formal learning. You will develop your audience through a range of learning methodologies including instructor led and virtual training, and facilitation across an array of learning activities including (workshops, floor support, campaigns, demos, drop in sessions, tactical support initiatives and formal classroom based programs).

What are the key accountabilities /main activities for the role
You are responsible for the effective delivery and design (tactical) of L&D solutions and you will deliver these through;
Effective delivery of structured/formal L&D solutions e.g. New-Hire (on site and virtual) and tenured CSA, behavioral (soft skill) training within your allocated areas.
Effective facilitation of performance improvement learning initiatives on the floor. This could be carried out through conducting workshops and side by side support.
Design of operational (tactical) solutions utilizing a range of multi -media tools, creating a personalized and engaging learning experience, working alongside the Instructional Design team and build the related implementation plan. Ensure all training content developed adheres to the agreed standards, authoring and localization guidelines, creation and review processes and procedures set.

Ensure the appropriate learning content is fully up to date and fit for business purpose.
Effective presentation prior to delivery ensuring you have a constant focus on continuous improvement feeding learnings, observations and suggestions back into the learning cycle as is appropriate.
Ensuring you create an effective learning environment with the right tools and systems in place to support effective learning.
Ensuring you have a clear self-development and upskilling plan to help you be at your very best and update with the latest learning delivery strategies and techniques.
Ensure that you are able to use a variety of learning methodologies, techniques, concepts, learning tools, technologies and practices to ensure the maximum effectiveness of learning and facilitation objectives.
Ensure that you always act as a role model and create a positive and professional learning and facilitation experience that learners can aspire to.

Key relationships/ typical stakeholders this role works with:
Operational frontline leaders (ops managers, team managers, resolution leads); Program managers; Business teams; Instructional Design team; Learning & Development training leads and managers

BASIC QUALIFICATIONS

Fluent in Italian, with good level of English (written and spoken)
Demonstrate proficiency in Microsoft Office tools (Word, Excel and PowerPoint), LMS, articulate, storyline and SCORM
Experience in developing programs, planning, implementing, delivering and assessing training.
A sound understanding of best in class customer service practice and standards in a fast paced environment across multiple facing channels.
Experience in delivering full competency development learning activities that focus on developing and growing knowledge, skills and behaviors required to deliver great customer service.
Experience in the design & delivery of tactical/local team based solutions.
Experience in identifying learning & development needs within an operational environment.

PREFERRED QUALIFICATIONS

Demonstrated experience developing e-Learning material, job aids, online tutorials and/or other training materials.
At least 3 years’ experience in a training role.
Ability to use multiple learning methods and link appropriate methods with subject matter.
Knowledge of adult learning and training practices
Bachelor’s degree or significant college course work, preferably in a communication, education or related field or equivalent experience

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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Customer Service Trainer, CS IT Consumer Training Team

To apply for the job click here

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Amazon

Our mission: To be Earth's most customer-centric company.

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