Customer Experience Development Lead

2 weeks ago

Anantapur, Andhra Pradesh, India beBeeTraining Full time ₹ 8,00,000 - ₹ 15,00,000
Job Title: Customer Service Trainer

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day.

Responsibilities:
  • 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 (nesting period).
  • 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.
Requirements:
  • Proven experience in the classroom, online, and blended training delivery of min 4-5 years out of which min 2 years as a master trainer.
  • Practical implementation experience of ADDIE and Kirkpatrick evaluation Models.
  • Well-versed with Microsoft PowerPoint and Microsoft Word.
  • Proficient in giving structured performance feedback to the trainees both written and verbal.
  • Experience working on cross-organizational projects that directly or indirectly improved the customer experience.
  • Strong problem-solving, communication, and team skills.
  • Fluent in English (both written and spoken).
  • Ability to work in a fast-paced environment.

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