Customer Experience Trainer and Coach
4 days ago
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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