About the Position

We are seeking a Customer Service Trainer to lead communication training for our customer service team in German.

Responsibilities

Conducting regular training sessions on telephone and written communication for customer service employees in German.
Designing and developing comprehensive training programs to support the improvement of customer communication quality.
Developing training concepts, educational materials, and continuous development programs for communication competencies from the ground up.
Supporting team leaders and employees in enhancing the quality of customer service and implementing communication standards.
Providing individual coaching, feedback sessions, and on-the-job support.
Monitoring communication quality and ensuring consistent application of communication standards across all teams.
Analyzing employee performance, identifying development areas, and recommending training activities.

Documented experience in conducting telephone and written communication training.
Fluency in German and Polish.
Ability to conduct training in German and support employees in Polish.
Experience in creating and implementing customer communication standards.
Practical experience in conducting workshops, role plays, and coaching employees in real customer service situations.
Experience in analyzing customer contact quality and identifying competency gaps.

Nice to Have:

Excellent didactic and methodological skills.
Ability to design workshops and apply modern training methods.
Knowledge of best practices in customer experience and customer service.
Knowledge in customer-oriented communication, complaint handling, de-escalation techniques, and tone of voice guidelines.
Experience in creating training materials such as manuals, communication templates, examples of good practices, and e-learning content.
Ability to measure training effectiveness and define developmental KPIs.
High interpersonal and coaching competencies – empathy, patience, ability to provide constructive feedback, and motivation of employees.

Opportunity to design and implement training programs from the ground up.
Real influence on the building and development of the training department in the organization.
Private medical care.
Subsidies for sports activities.
Subsidies for language learning.
Life insurance.
Subsidies for training and courses.
Additional vacation.
Team-building meetings.
Company sports team.
Parking for employees.
Relaxation zone.
Fruits in the office.
Company library.
Additional social benefits.
Child allowance and school allowance.
Family picnics.
Charitable initiatives.

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