Training Specialist
Klarna AB / Butikssäljarjobb / Stockholm
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hela Sverige How do you describe the functionality of the Klarna card in a way that our customer service agents can explain it to our customers? How do you train 1500 agents in 12 offices around Europe, making sure they have all the knowledge and soft skills they need to support Klarna's customers? ??Which new training methods should we try so our learning & development ecosystem becomes more flexible and at the same time lives up to our high quality standards?
Curious about finding answers to these questions together with a motivated bunch of trainers within Klarna's Service Center? Then this position as a Training Specialist for Service Center Europe might be a perfect match. Together, you and the training team will be responsible for the training and development of our Service Center agents, providing them with the best training resources possible to deliver remarkable customer service.
In this role, you will be responsible for the entire training lifecycle, starting with needs analysis and ending with continuous improvement of our trainings based on relevant feedback. We have a variety of training resources with e-learnings and classroom trainings being central methods in our work. Also, you will be responsible for the training at one or several of our outsourcing partner sites by supporting the local trainers in their work and making sure they are delivering results. Things move quickly at Klarna Service Center - that's why we work in sprints and agile methods of working will be an integral part of your work. You will be reporting to Franziska Müller, Team Manager for Klarna Service Center Europe's Training Team.
As a person you don't mind if things change quickly and you are able to adapt fast. Your are confident in creating a great learning experience, be it by holding appealing presentations or creating engaging e-learnings. You are able to grasp new things quickly and explain them to others in a pedagogical way. You will work with several internal and external stakeholders and you are motivated to develop a consultative approach towards colleagues in the training creation process. You are able to explain how your work as trainer improves customer satisfaction and you are confident about what you are working towards.
You will need to have an understanding of the importance of remarkable customer service as well as a passion for training and developing people with the aim to becoming better customer service agents. We want you to be a true team player and a role model for our team values.
If you have experience from working within customer service and have an understanding of routines and processes, this is a clear advantage. It is also a merit, if you have been working with training or related areas such as adult education, teaching or learning & development.
If you have experience from working with e-learning creation software (such as Adobe Captivate) and Learning Management Systems, this is an asset. Also, speaking several languages relevant to our target markets (such as Swedish or German) comes in handy.
We know that diverse teams are strong teams, and welcome those with alternative identities, backgrounds, and experiences. Our team includes women, men, mothers, fathers, the self-taught, the college-educated, and people from all over the world.
Who we are
Klarna is Europe's fastest growing and most exciting financial technologies (FinTech) company valued at over $2.5bn and we're growing by 40% a year. Here at Klarna we are striving to become the world's most favourite way to buy. It is a bold objective, but we are well on course to achieving it.
Klarna is already operating in 18 markets and we plan to keep expanding. We serve 60 million consumers, work with 70 000 merchants and process more than a million transactions a day. We have some pretty heavy-weight investors including Visa, Sequoia Capital, Permira and Anders Povlsen.
Unicorns are rare - and we are one of them! Unicorns are tech startups valued at over 1$Bn. Moreover, Klarna is listed 8th on CNBC most 'disruptive companies in the world' list for 2016, alongside Uber, AirBnB and coming above companies like Snapchat and Spotify - we are really starting to change the global world of payments.
Publiceringsdatum2018-10-31Så ansöker duSista dag att ansöka är 2018-12-15
Klicka på denna länk för att göra din ansökanFöretagKLARNA AB
AdressKLARNA AB
Sveavägen 46
11134 STOCKHOLM
KontorsadressSveavägen 46
Jobbnummer 4433063
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