Customer Experience Specialist

ABC Worldwide; George; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global customer service company in George, South Africa, seeks a Customer Experience Specialist / Trainer to coach and train customer experience soft skills. You'll be responsible for advocating excellent customer interaction and supporting new-hire training while ensuring compliance with internal policies. Ideal candidates have experience in BPO and coaching, along with strong communication skills. Flexibility for 24/7 environment is necessary.

Qualifications

• At least 1-year BPO experience preferably in FNOL or Insurance Claims.
• At least 1-year training or coaching experience preferably in Customer Experience.

Responsibilities

• Advocate the CE LEBRATIONS Program to all stakeholders.
• Conduct one-on-one coaching with new-hire and BAU agents.
• Develop and facilitate Customer Experience training for new-hire agents.

Skills

Excellent oral and written English

Excellent organization skills

Very good coaching and training skills

Ability to communicate effectively to a variety of audiences

Deep understanding of world-class customer service

Education

College graduate or diploma with minimum of 15 years of education

Tools

MS Office - Excel

MS Office - PowerPoint

MS Office - Word

Job description

Position Overview

Customer Experience Specialist / Trainer

The primary role of the job is to advocate world-class customer experience to front-liners and support members of the program. The job focuses on coaching and training customer experience soft skills essential in enabling our front-liners to connect better with customers and demonstrate excellent overall call handling. The job also focuses on aligning and coordinating with support members and leadership and on assisting the CE AM / LAM in training our support members to champion customer experience to everyone in the account through monitoring and coaching as well as active participation in CE projects.

Job Description

Classroom Management / Modules / Up-training / Initiatives / Quality

• Diligently and enthusiastically advocate the CE LEBRATIONS (Customer Experience) Program to all stakeholders of the account as well as to the rest of the companyand its potential clients.

CE LEBRATIONS Program

Comprises of :

Customer Experience New Hire Training

• EXCEED Coaching program
• EXCEL Learning sessions
• Tribal Welcome
• The Pulse
• Your Voice Matters (YVM) FGD sessions
• Engagement activities
• Facilitate final interview and call simulation for agent candidates to gauge customer service orientation and communication skills trainability.
• Develop and facilitate Customer Experience training for new-hire agents.
• Help the CE lead facilitate oversee or coordinate the CELEBRATIONS program and other relevant projects in the assigned account / s.
• Audit calls of new-hire and BAU agents to identify behaviors coaching and learning needs on soft skills pertinent to call handling and customer experience.
• Conduct one-on-one coaching with new-hire and BAU agents to develop or enhance ideal customer experience behaviors and improve their quality scores CSAT etc.
• Develop training materials activities and assessments based on client updates; feedback from surveys; and results from new-hire assessments and PKTs.
• Facilitate customer experience or soft skills learning sessions BAU agents and frontline leads and support.
• Help the CE leads prepare for and / or conduct learning and development sessions for support.
• Help the CE leads gather measure and analyze data to gauge the effectiveness of new-hire trainings and the CELEBRATIONS program on a regular basis.
• Protect the confidentiality of client information and the company and adheres to company policies.
• Ensure compliance with internal policies and procedures external regulations and information security standards.
• Create a positive work environment by acknowledging agent and team contributions soliciting input and offering personal assistance when needed.

Competencies Required

• Excellent oral and written English
• Excellent organization skills
• Very good coaching and training skills
• Ability to communicate effectively to a variety of audiences
• Ability to provide and support a vision and direction
• Ability to implement projects with the highest degree of professionalism andensure follow through and evaluation of their effectiveness
• Ability to work with minimum supervision and in a continually challenging environment
• Ability to analyze learning needs and assist in the development of customized modules and initiatives
• Accepting a high degree of responsibility and accountability for others as well as for self
• Deep understanding appreciation and demonstration of world-class customer service
• Understanding of end-to-end processes and appreciation of customer experiences impact on critical parameters
• Knowledge of MS Office - Excel PowerPoint Word

Qualifications

• At least 1-year BPO experience preferably in FNOL (First Notice of Loss)or Insurance Claims
• At least 1-year training or coaching experience preferably in Customer Experience
• College graduate or diploma with minimum of 15 years of education
• See competencies required

Remarks

• Should be flexible to work in 24
• 7 environment
• Need to work from office for duration of transition - first 3 to 6 months from joining
• Should be open to work from office or home depending on business requirement once the process moves to BAU

Required Experience

IC

Key Skills

Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

Employment Type: Full Time

Experience: years

Vacancy: 1