Customer Experience Trainer and Coach

10 hours ago


Bengaluru, Karnataka, India IGT Solutions Full time

About the Role

IGT Solutions is seeking an experienced Customer Experience Trainer and Coach to join our growing operations. This is a unique opportunity to make a significant impact on customer satisfaction and drive business growth.

Job Responsibilities

  • Develop and implement comprehensive training programs to enhance customer service skills across various touchpoints, including phone, chat, and email.
  • Design and deliver interactive learning interventions to equip customer service teams with the necessary knowledge and skills to provide exceptional customer experiences.
  • Promote a culture of coaching and empowerment within the team, encouraging agents to take ownership of customer interactions and resolve issues effectively.
  • Collaborate with Operations Managers, QA, and Training Teams to identify areas for improvement and develop targeted training initiatives.
  • Analyze operational insights to pinpoint opportunities for upskilling team performance on customer experience skills.
  • Drive cultural orientation for new hire batches, ensuring seamless onboarding and transition into the organization.

Requirements

  • Proven track record of training and coaching large teams in customer success, meeting performance targets related to CSAT, DSAT, and NPS.
  • Experience in developing and implementing customer experience training curricula, conducting group trainings, and individual coaching.
  • Ability to deep dive into operational insights to identify areas for improvement and develop targeted training initiatives.
  • Strong analytical and problem-solving skills, with a focus on driving business growth and customer satisfaction.

What We Offer

A competitive salary of $85,000 - $110,000 per annum, depending on experience, plus a range of benefits and career development opportunities.

About IGT Solutions

IGT Solutions is a fast-growing international travel servicing operations company committed to delivering exceptional customer experiences through innovative technology and people-centric approaches.



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