Senior Customer Experience Coach

7 days ago

Vadodara, Gujarat, India beBeeCustomerServiceTrainer Full time ₹ 10,00,000 - ₹ 15,00,000
Job Title: Customer Service Trainer

We are seeking a highly skilled and experienced professional to develop and deliver training programs that ensure our customer service agents provide exceptional service to our clients.

The ideal candidate will have a strong background in adult learning principles, with experience in designing and delivering training programs. You should be able to communicate complex information in a clear and concise manner, and have excellent presentation and interpersonal skills.

Responsibilities:

  • Develop process notes and training content, including workbooks and assessments.
  • Conduct regular analysis to understand the knowledge gap and design modules to address it.
  • Train all new hires, prepare them for the role, and take ownership of critical performance metrics for the first 45 days.
  • Identify critical issues in the process and take full ownership of bridging the gap.
  • Develop individual improvement plans and train non-performers.
  • Audit customer interactions, identify patterns of agent mistakes, and develop short training materials that directly address key issues.
  • Take ownership of knowledge transfer for any new process, ensuring every employee understands the new process or changes.
  • Roll out process changes and related communications.
  • Own the Knowledge Base, review and develop it, and ensure it is always relevant.
  • Improve overall CSAT score.

Requirements:

  • Proven experience in classroom, online, and blended training delivery of at least 4-5 years, with at least 2 years as a master trainer.
  • Practical implementation experience of ADDIE and Kirkpatrick evaluation models.
  • Proficient in Microsoft PowerPoint and Microsoft Word.
  • Ability to give structured performance feedback to trainees both written and verbally.
  • Experience working on cross-organizational projects that improved the customer experience.
  • Strong problem-solving, communication, and team skills.
  • Fluent in English (both written and spoken).
  • Ability to work in a fast-paced environment.

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