Customer Experience Trainer and Coach

4 days ago


Bengaluru, Karnataka, India IGT Solutions Full time

IGT Solutions is seeking a seasoned Customer Experience Trainer and Coach to join our dynamic team in Bangalore.

The ideal candidate will be passionate about developing Customer Experience skills across contact center operations, fostering a culture of coaching, customer advocacy, and engagement-oriented interactions on calls and chat.

Job Responsibilities:

We are looking for a skilled professional who can develop and implement effective training programs that enhance customer outcomes. Key responsibilities include:

  • Design and deliver learning interventions to train customer service teams on emotional intelligence, empathy, energy, and engagement aspects of customer service delivery.
  • Capture, acknowledge, and reward moments where agents have provided exceptional customer experiences and identify areas for improvement.
  • Develop and formulate customer experience training curriculum, conduct group trainings, and individual coaching to ensure superior and consistent service quality.
  • Implement learning strategies and effective training programs aligned with the Customer Experience team's objectives.
  • Partner with Operations Managers, QA, and Training Team to outline specific content related to training needs identified in enhancing overall customer experience.

Requirements:

To succeed in this role, you will need:

  • A proven track record of training and coaching large teams for customer success in meeting performance targets related to CSAT, DSAT, NPS.
  • Experience in training communication, customer engagement, soft skills, and customer resolution trainings in Travel or BPO industry.
  • Ability to deep dive into operational insights to identify opportunities, themes, and gaps to upskill team performance on Customer Experience skills.
  • Excellent communication, coaching, and interpersonal skills.

What We Offer:

In return for your expertise, we offer a competitive salary range of ₹800,000 - ₹1,200,000 per annum, based on your qualifications and experience, as well as opportunities for growth and development in a dynamic and innovative organization.

About IGT Solutions:

IGT Solutions is a leading provider of international travel servicing operations, committed to delivering exceptional customer experiences through our talented team of professionals. We operate in a fast-paced environment, and we're looking for individuals who share our passion for excellence and customer satisfaction.



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