Job expirat
Role
To support Customer care Team in the delivery of a first class quality experience to all of our customers and support the achievement of exceptional business performance through:
• Understanding the company learning & development needs (induction, product, services, systems, soft and leadership skills) and any other development interventions;
• The design of the learning /talent initiatives (induction, product, services, systems, soft and leadership skills) and any other development interventions (virtual, in class, webinars, on the job training, coaching, etc).
Responsibilities
• Provide consulting expertise to the Customer Care Team, showing a detailed understanding of their business priorities to ensure clear identification of development needs, learning requirements and delivery of appropriate solutions;
• Assess the skills and knowledge within Customer Care Team and determine what training is needed to grow and retain these skills;
• Understand the business development needs and work together with the Customer Care Manager to build comprehensive development actions aligned with the team’s strategy & principles;
• Support and manage the development/functional programs, end to end (including follow up initiatives, attendance reporting, feedback reports);
• Design training materials for in-house courses;
• Compile and present in-house trainings;
• Supervise and monitor progress made via training programmes or schemes;
• Revise the development/functional programs as necessary, in order to adapt to changes occurring in the work environment;
• Use accepted education principles and track new training methods and techniques;
• Integrate the five (Drive, Agility, Care, Ownership, Honesty) eMAG core values within all learning and talent initiatives / programs;
• Support the Customer Care Manager identifying the most relevant KPI’s for each development initiative.
Required Skills and Experience
• Excellent communication, negotiation & presentation skills;
• Able to form good relationships;
• Interpersonal skills;
• Relevant experience in Talent / Learning & Development (> 1 year);
• Relevant experience in Customer Care Services;
• Ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate);
• MS Office proficiency;
• English knowledge.
Lansat în 2001 ca un magazin online de sisteme de calcul si produse de birotica, eMAG se numara printre creatorii pietei de comert electronic din România. Adaptarea permanenta a serviciilor la realitatile pietei sii orientarea catre client au propulsat si au mentinut eMAG în pozitia de lider constant al pietei.
eMAG are un portofoliu în care se regasesc atât produse si solutii IT si de comunicatii, cât si echipamente electronice si electrocasnice, oferta sa extinzându-se permanent. Compania opereaza magazinul www.emag.ro precum si sapte showroom-uri deschise în Bucuresti, Iasi, Ploiesti, Cluj, Timisoara, Constanta si Craiova.
In cei 9 ani de activitate, echipa eMAG a crescut in ritm alert, ajungand in prezent la un numar de aproximativ 300 de angajati. eMAG sustine in continuare dezvoltarea fortei de munca din Romania, oferind locuri de munca de inalta specializare, intr-o piata in plina evolutie.
