Customer Experience Mastery Lead

5 days ago

Chennai, Tamil Nadu, India beBeeTrainer Full time ₹ 15,00,000 - ₹ 18,00,000

Job Title: Customer Service Trainer

  • Develop process notes and training content, including workbooks and assessments.
  • Conduct frequent TNA (trained need analysis) to understand the knowledge gap and design modules to address it.
  • Train all new hires, prepare them for the role, and own the responsibility of critical KPIs for the first 45 days.
  • Identity critical issues in the process and take full ownership of bridging the gap
  • Develop individual improvement plans and train non-performers
  • Frequently audit customer interactions, find patterns of agent mistakes, and develop short training materials that directly address the key issues
  • Own the responsibility for knowledge transfer of any new process, ensure every employee understands the new process or any change in the process
  • Roll out process changes and related comms
  • Own KB (Knowledge Base), review and develop KB, and ensure it's always relevant.
  • Improve overall CSAT score

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