Process & Training Specialist - Tour Operator

Vor 2 Tagen

Essen, Deutschland lastminute.com Vollzeit

Company Description

At the heart of our culture is a commitment of inclusion across race, gender, age sexual orientation, religion, gender identity or expression and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

**Job Description**:
This unique role is situated in the centralised Customer Knowledge and Design department whose task is to support our customer facing colleagues by creating high quality digital content, delivering training, mapping processes, as well as seeking and evaluating quality data and customer feedback. In this position you will play a critical role in helping our agents to create great customer experiences.

The Process & Training Specialist - Tour Operator Germany will be responsible for the procedural and training requirements of our German Tou Operator agent population. The Specialist will maintain the Knowledge Base, create procedure and training documentation and deliver training. The Specialist will work closely with the operational team to drive improvements.

**Key Responsibilities**
- Producing high-quality procedural content and information resources within the Knowledge Base
- Maintaining the Knowledge Base contents to ensure content is relevant for end users
- Engaging with end users to identify process and tool improvements
- Developing, coordinating and agreeing training plans
- Delivering classroom training
- Creating and updating training content including digital courses
- Collaborating with other teams to identify and implement opportunities or address any issues with current documentation
- Undertake ad-hoc projects and other duties as required

**Qualifications**:

- Classroom training delivery
- Procedural content creation and maintenance

**Essential**
- Excellent written and verbal communication skills in English and German
- Knowledge of DE TO Product and Tools (Amadeus CRS including TOMA, iris.plus and Bistro Portal, Midoco)
- Ability to work effectively in a diverse group as well as independently

**Desirable**
- Tourism Training
- Digital Training content creation experience
- Strong organizational and time-management skills
- Ability to multi-task and keep up with a fast-paced environment
- Ability to respond positively to change demonstrating flexibility in shifting priorities

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