Customer Experience Coach & Trainer

REALPAGE (PHILIPPINES), INC.; Pasig; Hybrid; PHP 468,720 - 714,240; Full time

Job summary

REALPAGE (PHILIPPINES), INC. is seeking a Customer Experience Coach to elevate coaching, training, and monitoring across the Tier 1 Product Support team. You will analyze feedback, identify trends, and deliver targeted coaching to improve CSAT, NPS, and FCR while enhancing customer interactions.

The role emphasizes onboarding, continuous learning, and creating CX playbooks. Hybrid work setup and collaboration with QA, Training, and Operations teams are part of the environment.

Qualifications

• For Internal Candidates: 1+ year as a RealPage T1 Customer Support Specialist meeting KPIs.
• For Internal Candidates: 1+ year in coaching, QA, or leadership (team lead, mentor, or trainer).
• Certification in Learn2Lead or Lead2succeed program; Coaching Certification.

Responsibilities

• Conduct 1:1 and group coaching sessions with CS Specialists to improve communication, problem-solving, and empathy.
• Monitor calls, chats, and tickets to identify CX improvement opportunities.
• Develop and deliver micro-training sessions on topics like de-escalation, active listening, and RealPage product knowledge.
• Create and maintain CX playbooks for common customer scenarios.
• Track and report on CX metrics (CSAT, NPS, sentiment, FCR).
• Partner with matrix partners to align evaluations with CX standards.

Skills

Communication

Active listening

De-escalation

Data-driven

Product knowledge

Collaboration

Tools

SQL

Salesforce

Zendesk

Job description

REALPAGE (PHILIPPINES), INC. is seeking a Customer Experience Coach to elevate coaching, training, and monitoring across the Tier 1 Product Support team. You will analyze feedback, identify trends, and deliver targeted coaching to improve CSAT, NPS, and FCR while enhancing customer interactions.

The role emphasizes onboarding, continuous learning, and creating CX playbooks. Hybrid work setup and collaboration with QA, Training, and Operations teams are part of the environment.