About The Role
We are looking for a highly skilled German Language Trainer to support our team in enhancing their German language proficiency, especially in customer communication through email and occasional outbound calls. The trainer will play a crucial role not only in teaching language skills, but also in building strong communication etiquette, empathetic responses, and customer trust.
Key Responsibilities
- Language Training & Coaching
- Conduct regular German language training sessions (grammar, vocabulary, writing, and speaking) for team members.
- Improve the team's German email communication, focusing on clarity, tone, etiquette, empathy, and professionalism.
- Provide constructive feedback and coaching to develop confident customer communication.
- Communication Quality & Support
- Support the team in handling customer queries and emails with high-quality written German communication.
- Offer consultative guidance on crafting effective and empathetic email responses.
- Assist with translation and interpretation when needed, ensuring contextual accuracy.
- Customer Interaction & Service Recovery
- Handle escalated customer dissatisfaction cases by making outbound calls in German.
- Listen to customer concerns, demonstrate empathy, and ensure corrective actions are communicated clearly.
- Support service recovery by ensuring customers feel heard, respected, and valued.
- Quality Monitoring & Calibration
- Conduct sample audits of agent emails and communications to identify gaps and improvement areas.
- Participate in calibration sessions with quality teams and operations.
- Run mock email exercises and provide coaching to reinforce learning.
Requirements
- German Language Certification: C2 (Mandatory) Goethe, SD, TestDaF, or equivalent.
- Minimum 2 years of experience as a German trainer, language coach, or corporate language specialist.
- Strong understanding of customer service practices, especially in email communication.
- Excellent interpersonal skills with a consultative and empathetic communication style.
- Ability to coach teams, evaluate performance, and provide detailed feedback.
- Comfortable making professional outbound calls to resolve customer dissatisfaction cases.
Preferred Skills
- Experience in BPO/Customer Support environment.
- Strong analytical and quality assessment skills.
- Ability to manage multiple training activities simultaneously.
- Passion for teaching, coaching, and developing others.
