R?sum? du poste - Softskill training & Training Contents/program development
- Expertise in delivery of behavioural content including but not limited to transaction analysis, leadership and managerial skills, assertive communication, planning & prioritization, conversational skills, empathic listening, decision making
R?le et Responsabilit?s Position Responsibilities: Soft Skills & Empathy Training
- Ability to analyse and understand soft skills & empathy training requirements by extracting related reports and understanding customer satisfaction needs
- Understanding basic requirements of customer service
- Experience and knowledge in conducting trainings in the following fields: (All are mandatory)
. Active listening
. Probing skills
. Reflective listening and empathy
. Rapport building
. Summarizing
. Paraphrasing and rephrasing skills
. Accent neutralization & handling frustrated customers techniques
. Voice modulation
. Communication skills training
. Call, chat and e-mail etiquette
. Voice quality
- Expertise in delivery of behavioural content including but not limited to transaction analysis, leadership and managerial skills, assertive communication, planning & prioritization, conversational skills, empathic listening, decision making
- Ability to create high level contents and materials for above mentioned fields
- Other tasks and projects assigned by management based on business requirements
- Works on problems of diverse scope where analyzing data requires evaluating identifiable factors. Demonstrates good judgement in selecting methods and techniques for obtaining solutions
- Normally receives little instruction on day-to-day work and receives general instructions on new assignments
- Typically requires minimum 5 years' of related experience and a Bachelor's degree, or 3 years and a Master's degree; or a PhD without experience
Comp?tences et Qualifications
- Experienced professional with full understanding on specialized areas; resolves a wide range of issues in creative ways
- Works on problems of diverse scope where analyzing data requires evaluating identifiable factors. Demonstrates good judgement in selecting methods and techniques for obtaining solutions
- Normally receives little instruction on day-to-day work and receives general instructions on new assignments
- Typically requires minimum 5 years' of related experience and a Bachelor's degree, or 3 years and a Master's degree; or a PhD without experience
- Excellent communication and organizing skills, ability to cooperate and guide the service teams of regional subsidiaries and service partners of Samsung Electronics
- Innovative but logical thinker, who has ideas how to improve soft skills, empathy level and analyze customer behavior
- Charismatic personality who can command an audience when it comes to trainings.
- Project management & planning
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