Empathetic Language Coach for Customer Experience

Cognizant Softvision, LLC; Philippines; On-site; PHP 480,000 - 720,000; Full time

Job summary

Cognizant Softvision, LLC in the Philippines is seeking a dynamic Language Trainer to elevate customer experience by improving frontline teams' communication skills. The role involves designing curricula, preparing materials, and delivering classroom, virtual, and hybrid sessions focused on English language and effective communication.

Ideal candidates have 3+ years in customer experience or training, with strong verbal and written communication, and familiarity with CX metrics like CSAT and

Qualifications

• Completed at least 2nd year of college with no back subjects.
• 3+ years of experience in customer experience, training, or communication coaching.
• Strong interpersonal and facilitation skills.
• Excellent verbal and written communication abilities.
• Familiarity with CX metrics and tools (CSAT, NPS, CRM platforms). Certification in coaching or training.

Responsibilities

• Designs language training curricula aligned with client, account, and business requirements.
• Creates and updates training materials, lesson plans, assessments, and learning resources for English language and communication skills.
• Incorporates adult learning principles, blended learning approaches, and facilitation best practices.
• Customizes programs based on performance data, training needs analysis, and learner proficiency levels.
• Facilitates classroom, virtual, and hybrid language training sessions for new hires and tenured employees.
• Delivers training on grammar, pronunciation, listening comprehension, vocabulary, fluency, accent neutralization, and soft skills.
• Maintains learner engagement and ensures a safe, inclusive learning environment.
• Conducts language assessments for new hires to evaluate speaking, listening, writing proficiency, and customer service skills using a specialized assessment tool.
• Provides clear, actionable feedback to learners.
• Documents assessment results accurately and maintains training and assessment records.

Skills

Interpersonal skills

Facilitation

Verbal communication

Written communication

Education

2nd year college (no back subjects)

Tools

CRM platforms

CSAT

NPS

Job description

Cognizant Softvision, LLC in the Philippines is seeking a dynamic Language Trainer to elevate customer experience by improving frontline teams' communication skills. The role involves designing curricula, preparing materials, and delivering classroom, virtual, and hybrid sessions focused on English language and effective communication.

Ideal candidates have 3+ years in customer experience or training, with strong verbal and written communication, and familiarity with CX metrics like CSAT and