上海招聘

Job summary:

The Customer Service Trainer shall assist the Customer Service leadership team to develop good awareness of the importance of training which will enhance guest satisfaction, promote employee morale and instill an overall sense of pride in all aspects of guest service.

The Customer Service Trainer is required to coordinate and be responsible for all training activities which shall include identification of training needs, planning of training, implementation of training, evaluation of training, and getting feedbacks of training.

He/she will ensure that the employee in the department achieve:

• Consistency in standards
• Service excellence
• Product knowledge
• Technical skills

60% of the time spent in classroom training and program preparation to address issues from on-the-job behaviors; 40% of the time spent on the job, coaching and observing service standards

Essential Job Duties and Responsibilities:

- Coordinates and conducts technical skills, service and product knowledge training to all customer service colleagues

- Monitors the standards within the team and gives corrective training to the employee if standards fall below the agreed level

- Ensures that service concepts are translated into desirable behaviors on the job by conducting related service skills/concept training

• Review and identify the areas for service improvement and formulates training programs and activities to improve Guest Survey and QA results
• Sets operation standards together with customer service leadership team and documents it in a standard template/manual, review these standard operating procedures regularly and update it when necessary

- Observes, coaches and trains on the floor to ensure operation standards are achieved

- Assess employees’ skills, talents, performance and productivity and prepare written evaluations with advice for improvement

- Assist with Director of Customer Service to set up the talent development pipeline within the team

• Establishes communication with employees within CS team to seek opinions and comments on training issues

- Oversee the training in all key areas of

• Research new training materials and supplies that might enhance our training procedures and provide value to our employees
• On-board new hires and assign them to training sessions
• Identify future training needs and create curriculum to facilitate that training
• Search for gaps in training material or content that should be filled to ensure service excellence and productivity among team members

Required Skills, Knowledge and Abilities:

• Bachelor degree or above
• Good command of written English and standard mandarin
• 2 years or above working experience in training and development related areas, working experience in after-sales management, complaints and call center would be a preference
• Strong presentation skills
• Good at training needs analysis, program development and post-program evaluation skills

• Keep abreast with the latest concept of Learning and Development
• Computer literate in both English and Mandarin common software, good at PowerPoint, Word and Excel skills

• Strong coaching, communication and time management skills

• Team player, customer/service Orientation, positive role model and proactive/initiator

• Good at coaching and talent development
• Commitment to professional work

维京简介：
1997年，来自挪威的托尔斯泰?哈根凭借4艘船在俄罗斯内河鸣笛首航，从此创立了维京游轮（VIKING CRUISES）。以“维京”为名，寄托着他对维京祖先勇于探险，并以精湛的造船工艺成为一代远航先锋的敬佩，同时也承载了他创业的愿景——为充满好奇心的旅行者带来以维京勇士的探索精神为启发的精品游轮体验。
历经20逾年蓬勃发展，维京游轮坚守初心，带领宾客以优雅轻奢的方式探游世界，去发现、了解并沉浸于目的地的悠长历史、璀璨艺术和奇伟自然。如今，作为知名的全球游轮品牌，维京游轮现已拥有72艘内河游轮、6艘远洋游轮的强大阵容和遍布世界的航线版图。
2016年，备受世界宾客赞誉和荣膺众多重量级国际游轮奖项的维京游轮进入中国市场，并推出了为中国宾客定制的欧洲内河游轮产品。维京游轮诚邀中国宾客，悠享原味欧洲。

为什么加入维京？
作为全球知名的内河游轮公司与海轮公司，维京游轮致力于不断创新，持续投入新的游轮，这也意味着无论是运营办公室还是全球游轮船队，都有大量的工作机会和发展前景。 除服务中国市场的5艘内河游轮之外，其他游轮服务的宾客均为对历史、文化感兴趣的美国客人。 维京游轮提供优质的产品与服务，屡获宾客好评与行业奖项，因此在维京游轮工作，同样会收获宾客的信任与具有竞争力的薪资。
我们相信人才培养是公司发展的源动力，因此维京游轮希望为每一位员工提供良好的职业环境和发展前景， 期望与员工一起通过不断地创新与努力，成就美好的未来。我们期待认真负责的、有热情的、独具创造性的您一起加入到维京游轮的大家庭！

在维京，我们是一家人
我们非常自豪在全球拥有8000多名员工，致力于为我们的宾客 提供满意的服务。在维京，我们会提供完善的培训，如目的地风俗培训、维京学院等，帮助您提高您的专业技能。 您的辛苦劳动、热情感染力、认真负责的工作态度也会获得相应的薪资与晋升机会。我们期待您的加入！

维京员工心声
“维京游轮的船遍布全球，这也意味着在这家公司有非常多的机遇”。
“如果你想着实现职业的快速发展，迎接新的挑战与责任，那么加入维京游轮吧！”
“在维京游轮工作最酷的一点是你不会感到无聊，每一天都是全新的一天，这也正是这份公司的魅力所在。”