Job Opportunity at Amazon in Italy: Customer Service Trainer

Amazon is offering a full-time job opportunity as a Customer Service Trainer to join the team in Cagliari, Italy for 2021.

1. You are responsible for the effective delivery and design (tactical) of L&D solutions and you will deliver these through.
2. Effective delivery of structured/formal L&D solutions e.g. New-Hire (on site and virtual) and tenured CSA, behavioral (soft skill) training within your allocated areas.
3. Effective facilitation of performance improvement learning initiatives on the floor. This could be carried out through conducting workshops and side by side support.
4. Design of operational (tactical) solutions utilizing a range of multi -media tools, creating a personalized and engaging learning experience, working alongside the Instructional Design team and build the related implementation plan. Ensure all training content developed adheres to the agreed standards, authoring and localization guidelines, creation and review processes and procedures set.
5. Ensure the appropriate learning content is fully up to date and fit for business purpose.
6. Effective presentation prior to delivery ensuring you have a constant focus on continuous improvement feeding learnings, observations and suggestions back into the learning cycle as is appropriate.
7. Ensuring you create an effective learning environment with the right tools and systems in place to support effective learning.
8. Ensuring you have a clear self-development and upskilling plan to help you be at your very best and update with the latest learning delivery strategies and techniques.
9. Ensure that you are able to use a variety of learning methodologies, techniques, concepts, learning tools, technologies and practices to ensure the maximum effectiveness of learning and facilitation objectives.
10. Ensure that you always act as a role model and create a positive and professional learning and facilitation experience that learners can aspire to.

1. Fluent in Italian, with good level of English (written and spoken).
2. Demonstrate proficiency in Microsoft Office tools (Word, Excel and PowerPoint), LMS, articulate, storyline and SCORM.
3. Experience in developing programs, planning, implementing, delivering and assessing training.
4. A sound understanding of best in class customer service practice and standards in a fast paced environment across multiple facing channels.
5. Experience in delivering full competency development learning activities that focus on developing and growing knowledge, skills and behaviors required to deliver great customer service.
6. Experience in the design & delivery of tactical/local team based solutions.
7. Experience in identifying learning & development needs within an operational environment.

Preferred qualifications:

1. Demonstrated experience developing e-Learning material, job aids, online tutorials and/or other training materials.
2. At least 3 years’ experience in a training role.
3. Ability to use multiple learning methods and link appropriate methods with subject matter.
4. Knowledge of adult learning and training practices.
5. Bachelor’s degree or significant college course work, preferably in a communication, education or related field or equivalent experience.

About Amazon:

Amazon is a multinational technology company focusing on e-commerce, cloud computing, and artificial intelligence in Seattle, Washington. It is one of the big four or "Four Horsemen" of technology along with Google, Apple and Facebook due to its market capitalization, disruptive innovation, brand equity, and hyper-competitive application process. 

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