
Customer Experience Coach
1 week ago
Customer Experience Coach
Job Summary:
We are seeking a seasoned professional to lead our customer experience team as a Customer Experience Coach. As a key member of the team, you will be responsible for conducting training sessions for new staff on product knowledge and monitoring customer transactions to ensure high-quality service delivery.
Key Responsibilities:
- Conduct training sessions for new staff on product knowledge.
- Monitor customer transactions to ensure compliance with internal quality standards and procedures.
- Align and review internal quality standards and procedures.
- Design and implement quality processes jointly with relevant business units.
- Recommend appropriate training tools and methods to ensure superior service delivery.
- Analyze data relating to quality audits and customer feedback to improve service quality.
- Perform root cause analysis and recommend changes for continuous improvement.
- Align internal service standards with industry benchmarks.
Requirements:
- At least 3 years of experience in customer service related field or call centre environment.
- Candidate with ACTA/ACLP certification is an added advantage.
- Clear and effective communication skills both written and verbal.
- Experience in quality assurance or similar capacity.
Benefits:
This role offers opportunities for career growth and professional development in a dynamic organization that values innovation and excellence.
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