Customer Experience Coach

2 weeks ago

Kanpur, Uttar Pradesh, India beBeeCustomer Full time ₹ 80,00,000 - ₹ 1,20,00,000
Customer Service Excellence Developer

We're creating a dynamic ecosystem of digital solutions to empower everyday life in the Middle East.

This role involves developing process notes and training content, including workbooks and assessments. You'll conduct regular needs analysis to understand knowledge gaps and design modules to address them. Additionally, you'll train new hires, prepare them for their roles, and oversee critical performance indicators during the onboarding period.

You'll identify key issues in processes and take ownership of bridging the gaps. You'll develop personalized improvement plans and provide coaching to underperforming staff. Furthermore, you'll regularly review customer interactions, pinpoint agent mistakes, and create targeted training materials to address critical issues.

Your primary objective will be to enhance overall customer satisfaction scores. To excel in this position, you'll need proven experience in delivering classroom, online, and blended training, with at least 4-5 years of experience, including 2 years as a master trainer.

You should possess expertise in Microsoft PowerPoint and Microsoft Word, proficiency in providing structured performance feedback to trainees both written and verbally, and experience working on cross-functional projects that improved customer experiences. Strong problem-solving, communication, and team skills are essential, along with fluency in English and the ability to thrive in a fast-paced environment.

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