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• Junior Trainer (Customer Experience) - B2B SaaS

• Permanent
• Full time
• R$22,700 - R$28,000
• Hybrid (08005, Barcelona, Barcelona, Spain)
• Customer Experience

Hello!

We are looking for a Jr CX Trainer to join us on the 4th or 18th of March.

The person will be responsible for designing, developing, and executing training programs for the customer experience team. The main focus will be to enhance the team’s skills in product usage, customer management, and best practices in customer services, aiming to ensure an exceptional customer experience achieving measurable results. This new team will be led by Eva Hong.

Responsibilities:

• Develop and maintain up-to-date training content on the LMS.
• Deliver both in-person and online training sessions.
• Assess the training needs of the customer support team and design personalized training plans.
• Follow up to evaluate the effectiveness of training and implement continuous improvements.
• Provide support and feedback to agents to improve their performance in customer service.
• Collaborate with other departments such as Product and Sales, to align training with software updates and changes.
• Create and maintain documentation for training programs.
• Ensure that all agents are proficient in using the software and its features, as well as in managing customer interactions.
• Consume the data delivered by the quality team to adapt the training plan towards learning necessities from all customer experiences teams.

Requirements:

• Previous experience in training within the software and/or customer support field.
• Knowledge of e-learning platforms and virtual training tools.
• Exceptional communication skills with the ability to explain complex concepts clearly.
• Results-oriented with a strong desire to improve the customer experience.
• Good communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience in HR management software (HRIS) is a plus.

Perks of being part of our team

• Save expenses with Cobee 💰 and get your salary in advance with Payflow 💸
• Healthy life with a free physiotherapist in the office, Gympass 🧘🏽‍♀️ and Alan as private health insurance 🩺
• Language classes with Yolk Academy & Factorial Language exchange 👩🏽‍🏫
• Syra and Apeteat discounts ❗
• Breakfast in the office, organic fruit🍏 and free caffeine and theine☕

Pet Friendly 🐶 and no dress code!😀

About Us
Factorial is an all-in-one HR Software fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data and make better business decisions. Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over +900 people in Barcelona, Brazil, Mexico, and US offices.🌎
Our Values

• We own it: We take responsibility for every project. We make decisions, not excuses.
• We learn and teach: We're dedicated to learning something new every day and, above all, share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.