
Customer Experience Training Lead
18 hours ago
Job Overview:
We're seeking a highly skilled Trainer to lead our customer service training programs.
Main Responsibilities:
- Design and deliver engaging training content, including workbooks, assessments, and presentations.
- Conduct regular training needs analysis to identify knowledge gaps and create targeted modules.
- Train new hires and ensure they possess the necessary skills and knowledge to excel in their roles.
- Audit customer interactions to identify areas for improvement and develop targeted training materials.
- Owning critical KPIs, such as CSAT scores, and developing strategies to enhance overall customer satisfaction.
- Maintaining and updating our knowledge base to ensure it remains relevant and effective.
Requirements:
- A minimum of 4-5 years of experience in training delivery, with at least 2 years as a master trainer.
- Practical implementation experience of ADDIE and Kirkpatrick evaluation models.
- Strong problem-solving, communication, and team skills.
- Fluency in English, both written and spoken.
- Ability to work in a fast-paced environment and adapt to changing priorities.
We're looking for dedicated professionals who are passionate about delivering exceptional customer experiences and have a proven track record of success in training and development. If you're a motivated and resourceful individual with a bias for action, we'd love to hear from you
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