Customer Service Trainer - Airports - DFS1161226 in Honolulu, HI at DFS

Date Posted: 11/3/2018

Job Snapshot

Job Description

The Customer Experience Trainer will be responsible for developing and executing a training plan with engaging tools and programs to achieve the service behavior standards for all employees that work on the sales floor; including managers, sales associates and support teams. They will serve as a key resource for the leadership team in the location in leveraging Omotenashi, the spirit of Japan's approach to customer service and hospitality, to elevate and deliver service to the expectations of our customers.

Key Responsibilities:
Training Development:
• Identify gaps and develop solutions in partnership with local/global L&D and store leadership
• Evolve programs by keeping a pulse on best practice and innovative techniques in line with local market needs Training Execution:
• Daily observation and coaching on the floor to ensure application of all training programs with clear tracking and monitoring of established action plans (Apprentice to Master, Beauty School, Watch School, brand and product training, etc.)
• Partner with L&D Manager to lead the Learning Ambassador Program and onboarding activities for new hires
• POS training, including execution of promotional transactions
• Attend Brand/Product trainings to assist sales associates utilize product knowledge
• Facilitate learning to drive understanding and communication on customer loyalty program (Loyal T) and clienteling -Develop outcome improvement resources
• Assist with ensuring associates understanding and confident communication of in store promotions

Key Requirements:
Qualifications:
• Skilled in competency of motivating others
• Understanding learning styles and agility to flex to learning styles
• Drive for results
• Learning Agility
• Detail Oriented
• Ability to measure and manage work
• Experience in developing training programs: Understanding of trends in service and customer expectation by nationality in the local market
• Knowledge of Selling Psychology and familiarization with Omotenashi
• Minimum of 3 years of retail experience