Transformative Customer Experience Specialist

2 days ago

Thāne, Maharashtra, India beBeeTrainer Full time ₹ 60,00,000 - ₹ 1,20,00,000

Job Title: Customer Service Trainer

We're building a customer-centric ecosystem of digital products and services across the Middle East. Our mission is to deliver value to customers every day by leveraging technology.

We're looking for a skilled Customer Service Trainer who can help us move faster and achieve our goals.

The ideal candidate will have experience in classroom, online, and blended training delivery, with a strong background in adult learning principles.

Key responsibilities include:

  • Developing process notes and training content to equip team members with the knowledge they need to succeed.
  • Conducting regular training needs analysis to identify areas for improvement and design modules to address knowledge gaps.
  • Training new hires and owning critical key performance indicators (KPIs) for the first 45 days.
  • Identifying critical issues in processes and taking ownership of bridging the gap.
  • Developing individual improvement plans and training non-performers to enhance overall customer satisfaction.
  • Auditing customer interactions to find patterns of agent mistakes and developing short training materials to directly address these issues.
  • Owning knowledge transfer of new processes, ensuring all employees understand changes.
  • Rolling out process changes and related communications.
  • Managing the Knowledge Base to ensure it remains relevant.
  • Improving overall customer satisfaction scores.

Requirements include:

  • Proven experience in classroom, online, and blended training delivery of at least 4-5 years, with a minimum of 2 years as a master trainer.
  • Practical implementation experience of ADDIE and Kirkpatrick evaluation models.
  • Strong problem-solving, communication, and teamwork skills.
  • Fluent in English (written and spoken).
  • Ability to work in a fast-paced environment.

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