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Customer Operations Trainer (APAC)

Australia - New South Wales - Sydney

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Egencia

Are you an experienced trainer who has a passion for developing and grooming talent? Do you possess a positive attitude and the commitment to make an impact at a groundbreaking tech company? If so, we’d love to speak to you!

Each year, Egencia helps thousands of companies in over 60 markets better handle their travel programs. We provide modern solutions and excellent service to millions of travelers as they plan, take and complete every business trip. We deliver bottom-line savings to our clients and support the needs of the modern business traveler.

As a Customer Operations Trainer, you’ll be part of the global training team with a focus on training within Global Customer Operations (GCO).

You will be responsible for implementing training of front-line and new employees, leveraging on your ability to translate complex system information into easily understood terms to put together training materials. You’ll also be responsible for reviewing course objectives and content prior to delivery, making appropriate recommendations for revisions.

You will be responsible for sending out preparatory materials in advance, for developing pre-training and post-training assessments and activities, and assisting in delivering classroom and virtual training along with mentoring self-paced training as needed.

What you'll do:

  • Deliver new hire training for Travel Consultants, and maintain new hire curriculum, agendas and reference
  • Set up physical and virtual classrooms including visual aids when required
  • Provide coaching and feedback to Travel Consultants on their performance and development opportunities
  • Deliver up-skilling training to all Travel Consultants as needed
  • Monitor completion, comprehension, and retention of the content by creating and delivering assessments to identify content effectiveness, as well as continuous improvement opportunities and lessons learned
  • Act as subject matter expert (SMEs) to assist Instructional Designers with developing training materials
  • Collaborate closely with Operations leadership team to ensure what is taught in the classroom matches what is done “on the floor”
  • Perform task and content analysis with subject matter experts and incorporate relevant ideas into training curriculum
  • Relationship building with Operations leadership and travel consultants

Who you are

You'd be great for this role if you have/ are able to:

  • At least 3-5 years of working experience in Training Delivery, with a passion for what you do and the drive and enthusiasm to excel at work.
  • Prior facilitation experience for Customer Service (travel is strongly preferred) 
  • Extraordinary verbal and written communications skills to communicate effectively with new Travel Consultants, as well as internal and external partners
  • Confidently present curriculum and lead group discussions in classroom and virtual environments
  • Strong relationship-building skills
  • Organization and plan to successfully develop agendas; set priorities
  • Demonstrate good judgement and proactive problem-solving to handle unexpected challenges
  • Knowledge of adult learning theories and course/curriculum design
  • Conduct pre-training and post training analysis to figure out root causes of performance challenges and opportunities
  • Quickly learn multiple technical systems and processes
  • Meet deadlines and show flexibility in schedules
  • Work independently and make quick decisions without a lot of direction
  • Use Microsoft Word, Excel, PowerPoint, Adobe Connect and Internet Explorer
  • Knowledge of travel industry (preferred, not essential)
  • Ability to travel when needed (minimal)
  • Other languages preferred, but not essential (To communicate in Cantonese and Chinese for training in the wider APAC region)

Why join us?

Expedia Group recognizes our success is dependent on the success of our people.  We are the world’s travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people’s lives better –  that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.     

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes.  We are a global organization but keep our feet on the ground, so we can act fast and stay simple.  Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.  

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.  

Our family  of  travel  brands  includes:  Brand  Expedia®, Hotels.com®, Expedia®  Partner  Solutions,  Egencia®,  trivago®,  HomeAway®,  Orbitz®,  Travelocity®,  Wotif®,  lastminute.com.au®, ebookers®,  CheapTickets®, Hotwire®,  Classic  Vacations®,  Expedia®  Media  Solutions, CarRentals.com™,  Expedia  Local  Expert®, Expedia®  CruiseShipCenters®,  SilverRail  Technologies,  Inc.,  ALICE  and  Traveldoo®

*LI-ET1

Expedia is committed to creating an inclusive work environment with a diverse workforce.All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
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R-36382

Job Category
Customer Service Group

Job Function
Contact Center Management

Location
Australia - New South Wales - Sydney

Job Type
Full-Time Regular

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