Customer Experience Coach

ATAIN; Pune District; On-site; INR 500,000 - 700,000; Full time

Job summary

Atain is seeking a Customer Experience Trainer in Pune to elevate service quality across travel, transportation, and hospitality operations. You will coach agents on presentation, monitor performance, and align training with TNI findings to improve CSAT and service consistency.

You will collaborate with QA and operations, conduct refresher sessions, and analyze training needs to drive measurable improvements in customer experience metrics. A Bachelor's degree and 24/7 availability are required.

Qualifications

• Bachelor's Degree (Any Field).
• Excellent verbal and written communication skills.
• Ability to work in a 24/7 environment (5-day work week).

Responsibilities

• Provide feedback and coaching on presentation skills to enhance overall performance.
• Serve as the liaison between quality and operations from a training and development perspective.
• Demonstrate a strong aptitude for delivering exceptional customer experience.
• Utilize strong analytical skills and attention to detail to monitor performance metrics.
• Familiarity with call monitoring, TNI (Training Needs Identification), and implementation of improvements.
• Work closely with new hires to enhance their communication skills and ensure consistent performance.
• Lead refresher training sessions based on TNI findings and conduct calibration sessions.
• Develop and execute strategies to improve CSAT metrics through engaging contests and refresher initiatives.
• Regularly monitor calls and agent performance to ensure quality standards are met.
• Conduct assessments to identify areas of improvement and implement action plans accordingly.
• Perform training needs analysis, prepare action plans, and report on progress and improvements.

Skills

Coaching

Communication

Presentation skills

Quality liaison

Training needs analysis

CSAT improvement

Call monitoring

Education

Bachelor's degree

Job description

Job Title: Customer Experience Trainer

Atain i is a global leader in providing end-to-end outsourcing solutions for the travel, transportation, and hospitality industries. We specialize in delivering world-class customer service and operational excellence. With a presence across multiple countries, we are committed to enhancing the customer experience through cutting-edge technology, highly skilled professionals, and data-driven insights. At IGT, we prioritize innovation, collaboration, and continuous growth, ensuring that our clients receive top-notch services that drive business success.

Job Responsibilities

• Provide feedback and coaching on presentation skills to enhance overall performance.
• Serve as the liaison between quality and operations from a training and development perspective.
• Demonstrate a strong aptitude for delivering exceptional customer experience.
• Utilize strong analytical skills and attention to detail to monitor performance metrics.
• Familiarity with call monitoring, TNI (Training Needs Identification), and implementation of improvements.
• Work closely with new hires to enhance their communication skills and ensure consistent performance.
• Lead refresher training sessions based on TNI findings and conduct calibration sessions.
• Develop and execute strategies to improve CSAT metrics through engaging contests and refresher initiatives.
• Regularly monitor calls and agent performance to ensure quality standards are met.
• Conduct assessments to identify areas of improvement and implement action plans accordingly.
• Perform training needs analysis, prepare action plans, and report on progress and improvements.

Requirements

• Bachelor's Degree (Any Field).
• Excellent verbal and written communication skills.
• Ability to work in a 24/7 environment (5-day work week).

Contact: 7042379178

Equal Opportunity Employer: Atain is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status