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Customer Experience Coach
1 week ago
We are excited to announce an opportunity for a Customer Experience Coach to join our Architectural Services team
About the RoleThis position requires a strong background in training and development, with a focus on enhancing customer experience. The ideal candidate will have at least 3 years of experience in a similar role, a Bachelor's degree in human resources/management, Training or Development or any related area, and relevant training qualification.
The key responsibilities of this role include:
- Developing and delivering high-impact training programs to enhance customer experience.
- Coaching and mentoring teams to elevate service quality and efficiency.
- Continuously improving training strategies and materials aligned with company SOPs.
The successful candidate will have excellent communication and interpersonal skills, very good command of the English language, and a growth mindset.
Key ResponsibilitiesThis role involves:
- New Hire Induction & Onboarding: Conduct comprehensive induction training for all new agents, ensuring they understand and comply with company policies, processes, and customer service standards.
- Product, Technical & Soft Skills Training: Deliver ongoing product, technical, and service training to improve agent performance, coach agents on effective communication, sales techniques, and problem-solving skills.
- Performance Coaching & Development: Identify training needs through call monitoring, performance reviews, and feedback, work with team leaders and managers to develop targeted coaching plans.
- Compliance & Quality Assurance: Ensure all agents adhere to company policies, compliance regulations, and industry standards, conduct regular knowledge assessments and quality checks to maintain training effectiveness.
The selected candidate will be a strategic thinker with innovative problem-solving skills, familiar with traditional and modern training processes.
