Customer Service Trainer w German

BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

BAT POLAND IS LOOKING FOR AN CUSTOMER SERVICE TRAINER WITH GERMAN

SENIORITY LEVEL: Non-management

FUNCTION: Marketing

LOCATION: Warsaw, Poland

TYPE OF CONTRACT: Permanent

BENEFITS:

• Private Medical Subscription and Life Insurance
• Fitness, Wellness and Mental Health benefits
• Learning & Development programs
• Holidays with family
• Hybrid work environment
• Christmas Gift/Bonus
• Annual performance bonus

ROLE POSITIONING AND OBJECTIVES

Become a vital part of our Engagement Centre team at British American Tobacco and play a pivotal role in delivering exceptional experiences to our customers. Explore exciting opportunities to grow both personally and professionally.
We're waiting for you to apply so you can discover how you can be part of a team that thrives on meaningful engagement and customer satisfaction. Seize the opportunity to shape the future of customer interactions with BAT's Engagement Centre!

Your primary role is to be responsible for the training design and delivery of the Engagement Centre's agents and staff, this includes new hire training, keeping the team updated on changes and new releases, as well as additional skills. In addition, you will develop course schedules and sessions and will ensure all trainees understand and grasp the required concepts comprehensibly.

WHAT YOU WILL BE ACCOUNTABLE FOR

• Coaching, mentoring, and supporting our B2B and B2C customer service teams to ensure great customer experience.
• Creating training schedules for new and existing employees.
• Analyzing skill gaps and addressing short and long term training needs.
• Developing and maintaining process documents, assist in preparing development plans.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• An advanced level in German is required.
• Previous experience in Customer Service operations, Telesales, ideally linked with training experience (or aspirations).
• Solid understanding of Customer Service desk operating model, workflow, jargon and software (e.g. CRM).
• Excellent communication skills, written and orally.

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
• Diversity leader in the Financial Times and International Women's Day Best Practice winner
• Seal Award winner - one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!