Customer Experience Training Professional

1 week ago


Bengaluru, Karnataka, India IGT Solutions Full time

About IGT Solutions:

We are a fast-growing international travel servicing operations company seeking an experienced Customer Experience Training Professional to join our team.

The ideal candidate will have a passion for developing customer experience skills across contact center operations and instilling a culture of coaching, customer advocacy, and engagement-oriented interactions on calls and chats.

Job Responsibilities:

  • Develop training strategies modules pertaining to Customer Experience Trainings across customer service operations in a contact center environment.
  • Design and deliver learning interventions to train customer service teams on the emotional, empathy, energy, and engagement aspects of customer service delivery.
  • As a Customer Experience champion, be responsible for strengthening the teams' communication and soft skills to enhance customer outcomes in the form of CSAT and NPS.
  • Experience in training communication, customer engagement, soft skills, and customer resolution trainings in Travel or BPO industry.
  • Coach and develop Customer Experience Trainers across Operations team members to deliver effective CE Coaching that directly impacts customer outcomes.
  • You should have a proven track record of training and coaching large teams for customer success in meeting performance targets related to CSAT, DSAT, NPS.
  • Capture, acknowledge, and reward moments where agents have wowed our customers on phone or chat and similarly capture, acknowledge, and improve upon situations where the opposite has happened and left our customers dissatisfied.
  • Develop and formulate customer experience training curriculum, conduct group trainings, and individual coaching and knowledge assessment to new and existing CS agents with the objective to ensure superior and consistent service quality.
  • Implement learning strategies and effective training programs that are aligned with the Customer Experience teams objectives.
  • Participate in calibration sessions with Operations, Quality, and Training Managers, Trainers as well as 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.
  • Ability to deep dive into our operational insights to identify opportunities, themes, and gaps to upskill team performance on Customer Experience skills.
  • Drive Culture Orientation for the New Hire Batches.

Estimated Salary Range: $80,000 - $110,000 per annum based on location and experience.



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