Digital Customer Experience Coach

2 days ago

Tiruchi, Tamil Nadu, India beBeeTrainer Full time ₹ 6,30,000 - ₹ 14,10,000

About Us:

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric.

Responsibilities:

  • Develop instructional materials and training content for knowledge transfer.
  • Conduct needs analysis to identify gaps in employee knowledge and develop targeted training modules.
  • Train all new hires, ensuring they're prepared for their roles and meeting critical performance indicators within the first 45 days.
  • Identify process issues and take ownership of bridging knowledge gaps.
  • Develop individual improvement plans and provide coaching for underperforming employees.
  • Audit customer interactions, analyze agent mistakes, and create short training materials addressing key issues.
  • Ensure seamless knowledge transfer, guaranteeing every employee understands new processes or changes.
  • Implement process rollouts and communicate effectively with teams.
  • Maintain and update the Knowledge Base, ensuring it remains relevant and accurate.
  • Drive overall CSAT score improvement.

Requirements:

  • Minimum 4-5 years of experience in training delivery, including at least 2 years as a master trainer.
  • Hands-on experience with ADDIE and Kirkpatrick evaluation Models.
  • Proficient in using Microsoft PowerPoint and Microsoft Word.
  • Effective communication and problem-solving skills.
  • Experience working on cross-functional projects improving customer experiences.
  • Fluent in English, both written and spoken.
  • Ability to thrive in fast-paced environments.

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