Customer Experience Coach

7 days ago


Bengaluru, Karnataka, India IGT Solutions Full time
Customer Experience Coach
  • Develop and implement customer experience training strategies to enhance customer service delivery.
  • Design and deliver learning interventions to train customer service teams on emotional, empathy, energy, and engagement aspects.
  • Coach and develop customer experience trainers across operations team members to deliver effective coaching that impacts customer outcomes.

As a customer experience champion, you will be responsible for strengthening the teams' communication and soft skills to enhance customer outcomes in the form of CSAT and NPS. Your experience in training communication, customer engagement, soft skills, and customer resolution trainings in the travel or BPO industry is essential.

Key Responsibilities
  • Develop and formulate customer experience training curriculum.
  • Conduct group trainings and individual coaching and knowledge assessment to new and existing customer service agents.
  • Implement learning strategies and effective training programs that are aligned with the customer experience teams' objectives.

You should have a proven track record of training and coaching large teams for customer success in meeting performance targets related to CSAT, DSAT, and NPS. Your ability to deep dive into operational insights to identify opportunities, themes, and gaps to upskill team performance on customer experience skills is crucial.

Requirements
  • Bachelor's degree in a related field.
  • Minimum 3 years of experience in customer experience training and coaching.
  • Proven track record of training and coaching large teams for customer success.


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