Customer Experience Trainer
4 days ago
IGT Solutions, a fast-growing international travel servicing operations company, is seeking an experienced Customer Experience Trainer to join its team.
The ideal candidate will be passionate about developing customer experience skills across contact center operations and instilling a culture of coaching, customer advocacy, and engagement-oriented interactions on calls and chat.
Job Responsibilities:
- Develop and implement strategies for customer experience training across customer service operations in a contact center environment
- Design and deliver learning interventions to train customer service teams on emotional, empathy, energy, and engagement aspects of customer service delivery
- As a Customer Experience champion, strengthen the teams' communication and soft skills to enhance customer outcomes in the form of CSAT and NPS
- Capture, acknowledge, and reward moments where agents have wowed customers on phone or chat, and improve upon situations where the opposite has happened
- Develop and formulate customer experience training curriculum, conduct group trainings, and individual coaching and knowledge assessment to new and existing CS agents to ensure superior and consistent service quality
- Implement learning strategies and effective training programs that align with the Customer Experience teams objectives
- Participate in calibration sessions with Operations, Quality, and Training Managers, Trainers, and other CE coaches
- Partner with Operations Managers, QA, and Training Team to outline specific content related to training needs identified in enhancing overall customer experience
- Drive Culture Orientation for the New Hire Batches
Requirements:
- Experience in training communication, customer engagement, soft skills, and customer resolution trainings in Travel or BPO industry
- Proven track record of training and coaching large teams for customer success in meeting performance targets related to CSAT, DSAT, NPS
- Ability to deep dive into operational insights to identify opportunities, themes, and gaps to upskill team performance on Customer Experience skills
Estimated Salary: $85,000 - $110,000 per year, depending on location and experience. The salary may vary based on factors such as location, experience, and qualifications.
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