Customer Experience Training Speacialist

4 weeks ago


Blackheath, South Africa BRIGHTS HARDWARE Full time

_**Ref #: Cxts01-MAR2024(BH)**_
- Department: Customer Experience_
- Reporting to: Customer Experience Supervisor_
- Purpose:_ The purpose of this job is to provide training within the Brights Group & Franchises on Customer Services and Leadership. To conduct regular training sessions, and feedback to the Customer Experience Manager on the outcome of training.
- Key Responsibilities:_
- Develop and implement comprehensive training programs to enhance the customer experience across all customer touchpoints.
- Collaborate with cross-functional retail, buying, operations, e-commerce, sales and marketing teams to identify training needs and create customized training materials and modules.
- Conduct training sessions, workshops, and seminars for employees at various levels, ensuring effective delivery of content and engaging learning experiences.
- Assess training effectiveness through evaluations, feedback, and performance metrics, and make necessary adjustments to improve training outcomes.
- Stay updated with industry trends, best practices, and emerging technologies related to customer experience, and incorporate relevant information into training programs.
- Coordinate training logistics, including scheduling, venue arrangements, participant registrations and certification.
- Monitor and track employee progress and performance following training sessions, providing ongoing support, and coaching as needed.
- Collaborate with HR and management to identify opportunities for continuous improvement in customer experience training initiatives.
- Maintain training records, documentation, and reports to track training completion and effectiveness.
- Required to travel to all locations within the BRIGHTS store network.
- Requirements:_
- Matric or Equivalent
- Higher Certificate or Diploma (Training / Facilitation / Retail Management / Customer Service Qualification). Advantageous
- 4 years training coordination experience specifically in a Retail/Contact Centre Customer Services department.
- Retail / Contact Centre / Sales Environment experience (Essential).
- Digital & Social Media platforms (preferred)
- Kerridge K8 (Preferred but not Essential)
- Brights Product Knowledge (Preferred but not Essential)
- Omni-channel retail customer experience management platforms & tools (preferred)
- Retail Customer Service Training Methodologies & Modules (preferred)
- Proven experience in designing and delivering training programs, preferably in the customer service or customer experience field.
- Excellent communication and presentation skills, with the ability to engage and inspire retail teams.
- Strong organisational and project management skills, with the ability to manage multiple training initiatives simultaneously.
- Proficiency in learning management systems and e-learning platforms.
- Analytical mindset with the ability to assess training effectiveness and make data-driven decisions.
- Ability to collaborate effectively with cross-functional teams and stakeholders.
- Strong attention to detail and ability to maintain accurate training records and documentation.
- Passion for delivering exceptional customer experiences and driving a customer-centric culture within the organization.
- Own Transport and/or Valid Driver’s Licence (Essential).
- Experience using Microsoft office (Internet, Outlook, Word & Excel)

We are committed to having staff that reflect the diversity of our nation we will conduct our recruitment and appointments in line with the Company’s equity targets and we are committed to improving our positions. The Company reserves the right to make changes to these terms and conditions at any time and for any reason.

**Job Types**: Full-time, Permanent

**Education**:

- High School (matric) (required)

**Experience**:

- Training Coordination: 4 years (required)

License/Certification:

- Drivers License (required)



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