Customer Experience Coach

6 days ago

Coimbatore, Tamil Nadu, India beBeeCustomerTrainer Full time ₹ 12,79,177 - ₹ 15,34,383
Customer Service Trainer Job Summary

We are seeking an experienced Customer Service Trainer to join our team. The ideal candidate will have a proven track record of delivering effective training programs and developing process notes and training content.

About the Role:

  • Develop process notes and training content, including workbooks and assessments.
  • Conduct frequent Training Needs Analysis (TNA) to understand knowledge gaps and design modules to address them.
  • Train new hires and prepare them for the role, owning critical KPIs for the first 45 days.
  • Identify critical issues in the process and take ownership of bridging the gap.
  • Audit customer interactions, find agent mistakes, and develop short training materials to address key issues.
  • Owning knowledge transfer of any new process, ensuring all employees understand the new process or changes.
  • Roll out process changes and related communications.
  • Owning the Knowledge Base, reviewing and developing KB to ensure it's relevant.
  • Improve overall Customer Satisfaction (CSAT) scores.

Requirements:

  • Proven experience in classroom, online, and blended training delivery with a minimum of 4-5 years, including 2 years as a master trainer.
  • Practical implementation experience of ADDIE and Kirkpatrick evaluation models.
  • Proficient in Microsoft PowerPoint and Microsoft Word.
  • Ability to give structured performance feedback, both written and verbal.
  • Experience working on cross-organizational projects improving customer experience.
  • Strong problem-solving, communication, and team skills.
  • Fluent in English, both written and spoken.
  • Adaptability, willingness to pivot, and learn are essential.

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