Customer Experience Coach

2 days ago

Allahabad, Uttar Pradesh, India beBeeCUSTOMER Full time ₹ 9,00,000 - ₹ 12,00,000

Job Description:

We are seeking a skilled professional to join our team as a Customer Service Trainer. The ideal candidate will have experience in classroom, online, and blended training delivery, with a strong background in instructional design and adult learning principles.

The primary responsibilities of this role include developing process notes and training content, including workbooks and assessments. This requires frequent needs analysis to understand knowledge gaps and design modules to address them. Additionally, the successful candidate will be responsible for training new hires, preparing them for their roles, and owning responsibility for critical KPIs during the nesting period.

The role also involves identifying critical issues in processes and taking ownership of bridging gaps. This includes developing individual improvement plans and training non-performers. Furthermore, the Customer Service Trainer will be responsible for auditing customer interactions, finding patterns of agent mistakes, and developing short training materials to address key issues.

Another key aspect of this role is owning knowledge transfer of new processes, ensuring every employee understands changes. This includes rolling out process changes and related communications. Finally, the Customer Service Trainer will be responsible for managing the Knowledge Base, reviewing, and developing KB content to ensure relevance.

Required Skills and Qualifications:

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

Benefits:

This role offers a unique opportunity to work in a fast-paced environment and make a significant impact on our customers' experiences. If you're passionate about delivering exceptional customer experiences and have the required skills and qualifications, we encourage you to apply for this exciting opportunity.

Others:

We are an innovative company building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. We value hard work, resourcefulness, and originality. If you're ready to adapt, pivot, and learn, we want to hear from you.

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