Service Excellence Coach

2 days ago

Kannur, Kerala, India beBeeCustomerService Full time ₹ 8,00,000 - ₹ 12,00,000
Job Overview

We are seeking an experienced Customer Service Trainer to join our organization. The successful candidate will be responsible for developing and delivering training content, conducting need analysis, and owning critical key performance indicators (KPIs) for new hires.

About the Role

  • Develop process notes, training content, workbooks, and assessments to enhance knowledge transfer and skill development among trainees.
  • Conduct thorough need analysis to understand knowledge gaps and design modules that address them, resulting in improved employee competence and reduced skill deficits.
  • Train new hires and own responsibility of critical KPIs for 45 days, ensuring a smooth onboarding process and high job satisfaction.
  • Identify critical issues in processes and bridge knowledge gaps through effective communication and problem-solving skills.
  • Develop individual improvement plans and provide targeted training to non-performers, focusing on areas such as customer service, communication, and time management.
  • Audit customer interactions to find patterns of agent mistakes and develop short training materials to rectify these issues.
  • Owning the knowledge base (KB), review and develop KB content, and ensure it remains relevant and up-to-date.
  • Improve overall customer satisfaction (CSAT) score by implementing effective training programs and providing ongoing support to employees.

    Requirements

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

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