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- Tasks: Provide top-notch customer service and deliver engaging training sessions.
- Company: Join GOAT Interactive, a leading gaming brand group in Africa.
- Benefits: Enjoy a hybrid work model with 3 days in-office and 2 days remote.
- Why this job: Make a real impact while travelling and helping teams grow their skills.
- Qualifications: 2+ years in customer service; fluent in Portuguese and English; training experience preferred.
- Other info: Frequent travel across Africa is required; be ready for an exciting adventure!
GOAT Interactive is the online division of the Editec Group. The objective of GOAT Interactive is to use the vast knowledge of Africa, combined with digital excellence, to ensure that all of our brands occupy the podium positions in the countries we operate in. With a growing presence across Africa, GOAT represents one of the largest groups of gaming brands on the continent.
We are seeking a dynamic and versatile Customer Service Agent & Training Delivery Specialist to join our team. In this role, you will not only provide exceptional customer service but also travel to local offices to deliver training programs to our teams. The ideal candidate is a strong communicator, a problem-solver, and a passionate educator who can adapt to different environments and audiences.
Key Responsibilities- Customer Service: Resolve complex or escalated customer issues that first-line agents cannot address. Provide expert-level support for account related problems. Maintain accurate records of customer interactions and transactions. Collaborate with internal teams to escalate complex customer issues. Communicate with Local CS Teams via email and messaging applications to provide detailed explanations and resolutions.
- Quality Assurance: Ensure that all customer interactions meet company standards and policies. Monitor and evaluate the quality of service provided by first-line agents.
- Training Delivery: Travel to local and regional offices to deliver training sessions to customer service teams and other staff. Develop and update training materials, including presentations, handouts, and guides, to ensure they are relevant and effective. Conduct needs assessments to identify knowledge gaps and tailor training programs accordingly. Facilitate engaging and interactive training sessions, both in-person and virtually, to enhance team performance and customer service skills. Monitor and evaluate the effectiveness of training programs, gathering feedback and making improvements as needed.
- Additional Responsibilities: Stay up-to-date with company products, services, and policies to provide accurate information to local teams and trainees. Build strong relationships with local teams to foster collaboration and knowledge sharing. Assist in the onboarding process for new customer service agents, ensuring they are well-prepared for their roles. Represent the company professionally during travel and training engagements.
- Experience: Minimum of 2 years of experience in customer service or a related field. Proven experience in delivering training or presentations to groups.
- Skills: Excellent verbal and written communication skills, fluent in both Portuguese and English. Strong interpersonal and relationship-building abilities. Ability to travel frequently and work flexible hours as needed. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM software (Salesforce Service Cloud a bonus). Organizational and time-management skills to balance customer service and training responsibilities. Problem-solving skills and the ability to think on your feet.
- Key Attributes: Self-motivated and proactive. Adaptable to changing environments and schedules. Passionate about helping others learn and grow. Patient, empathetic, and customer-focused.
If you are a customer service professional with a passion for teaching and a willingness to travel, we encourage you to apply for this exciting opportunity to make a meaningful impact on our teams and customers! Frequent travel to local and regional offices is required (Africa).
Please note that we operate a hybrid working model of 3 days in the office and 2 days working from home! Please make sure this works for you before applying.
Customer Service & Training Specialist (PT) employer: GOAT Interactive
Contact Detail:
GOAT Interactive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service & Training Specialist (PT)
✨Tip Number 1
Familiarise yourself with GOAT Interactive's brands and their presence in Africa. Understanding the company's mission and values will help you align your responses during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Highlight your experience in customer service and training delivery by preparing specific examples of how you've resolved complex issues or successfully trained teams in the past. This will showcase your problem-solving skills and ability to adapt to different environments.
✨Tip Number 3
Since the role requires frequent travel, be ready to discuss your flexibility and previous travel experiences. Emphasising your adaptability and willingness to engage with diverse teams will make you a more attractive candidate.
✨Tip Number 4
Prepare to demonstrate your communication skills in both English and Portuguese. You might be asked to conduct a mock training session or provide a brief presentation, so practice conveying information clearly and engagingly.
We think you need these skills to ace Customer Service & Training Specialist (PT)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and training. Emphasise any roles where you resolved complex issues or delivered training sessions, as these are key aspects of the job.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and teaching. Mention specific examples of how you've successfully trained others or improved customer satisfaction in previous roles.
Highlight Language Proficiency: Since fluency in both Portuguese and English is required, ensure you clearly state your language skills in your application. If you have certifications or relevant experiences, include those as well.
Showcase Adaptability: In your application, provide examples of how you've adapted to changing environments or schedules. This role requires flexibility, so demonstrating your ability to thrive in different situations will be beneficial.
How to prepare for a job interview at GOAT Interactive
✨Showcase Your Communication Skills
As a Customer Service & Training Specialist, strong communication is key. Be prepared to demonstrate your verbal and written skills during the interview. You might be asked to explain a complex issue or present a training concept, so practice articulating your thoughts clearly.
✨Highlight Your Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Prepare examples from your past experience where you successfully resolved customer issues or adapted training materials to meet specific needs. This will show your ability to think on your feet.
✨Emphasise Your Training Experience
Since the role involves delivering training, be ready to discuss your previous training experiences. Share how you engaged participants and tailored content to different audiences. If possible, bring along any training materials you've created to showcase your skills.
✨Demonstrate Your Adaptability
The job requires frequent travel and adaptability to changing environments. Be prepared to discuss how you've successfully navigated changes in your previous roles. Highlight any experiences where you had to adjust your approach based on the audience or situation.
