Learning Excellence Specialist Customer Care

Description

GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 135 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 18 local offices around the world. Visit our careers website to learn more.

As a Learning Excellence Specialist, you will report to the Learning Excellence Manager in the Operational Excellence team. You will identify the learning needs within the Care department & BPOs, and design and deliver tailored learning programs based on Training KPIs. This is a full-time role based in our Berlin office.

We are looking for an enthusiastic Learning Excellence Specialist to join our Learning Excellence Team in Care, playing a crucial role in delivering exceptional learning programs. The primary focus of our team is to establish and enhance knowledge standards for both our in-house customer service teams and our outsourcing partners. Our goal is to maintain high standards in training technical knowledge and soft skills, ensuring our customers receive top-notch service.

• Assess the learning needs within the Care department & Business Process Outsourcing (BPO) partners, and develop tailored learning programs based on Training KPIs.
• Train new hires and existing employees to become proficient Customer Care Coordinators, including those working with our outsourcing partners.
• Continuously revise and update training modules based on evolving processes and requests.
• Collaborate closely with the internal stakeholders as well as our Business Process Outsourcing (BPO) partners and keep a high standard of communication and collaboration.
• Design and develop comprehensive e-learning solutions tailored to the specific needs of our teams.

• You are based in Berlin or are willing to relocate on your own for this role. We operate on a hybrid work model and value in person collaboration in our office a minimum of 3 days per week.
• You have a minimum of 2 years of experience in a Business Process Outsourcing (BPO) or customer care environment.
• You have experience in instructional design, curriculum development, and training facilitation in a Customer Service environment.
• You are a proactive and action-oriented personality.
• You have a good understanding of Training Key Performance Indicators (KPIs) as well as Care operational KPIs.
• Proficiency in Learning Management Systems (LMS) and/or e-learning design and creation is a big plus
• Excellent written and verbal communication skills in English

• Invest in your development with an annual personal growth budget
• Enjoy flexibility with a hybrid work-from-home and telecommuting policy
• Save on transportation costs with discounted public transportation tickets
• Support your loved ones with generous maternity and paternity leave policies

And more...

Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out how we hire for tips and visibility into our process and check out life at GetYourGuide. If you have any further questions, please do not hesitate to contact us via We are an equal-opportunity employer

Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application. 

We want to ensure your safety during the application process. Please be aware of potential scammers impersonating GetYourGuide recruiters. Remember, GetYourGuide never requests payment or sensitive personal information during recruitment. All official job opportunities are exclusively posted on our Careers page. If you suspect fraudulent activity, report it to

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