Customer Experience Development Specialist

3 days ago

Hubli, Karnataka, India beBeeTrainer Full time ₹ 60,00,000 - ₹ 1,20,00,000
Job Title:

Customer Service Trainer

Job Description

We are seeking a skilled Customer Service Trainer to develop and deliver training programs that enhance customer experiences.

  • Design process notes and training content, including workbooks and assessments.
  • Conduct regular Training Needs Analysis (TNA) to identify knowledge gaps and design modules to address them.
  • Train new hires, prepare them for the role, and oversee critical Key Performance Indicators (KPIs) during the nesting period.
  • Identify critical issues in the process and take ownership of bridging the gap.
  • Develop individual improvement plans and train non-performing agents.
  • Audit customer interactions, find patterns of agent mistakes, and create short training materials to address key issues.
  • Ensure seamless knowledge transfer of new processes, ensuring all employees understand changes.
  • Implement process changes and related communications.
  • Manage the Knowledge Base, reviewing and developing relevant content.
  • Improve overall CSAT scores.
Requirements:
  • Proven experience in classroom, online, and blended training delivery of at least 4-5 years, with 2 years as a master trainer.
  • Practical implementation experience of ADDIE and Kirkpatrick evaluation Models.
  • Proficiency in Microsoft PowerPoint and Microsoft Word.
  • Ability to provide structured performance feedback to trainees both written and verbally.
  • Experience working on cross-organizational projects improving customer experience.
  • Strong problem-solving, communication, and team skills.
  • Fluency in English (written and spoken).
  • Ability to work in a fast-paced environment.

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