Customer Experience Coach

22 hours ago

Manila, National Capital Region, Philippines beBeeCustomerExperience Full time ₱800,000 - ₱1,200,000
Job Title

A Training and Development Role Focusing on Customer Experience Skills.

Job Description

The Senior Executive-Training-Voice and Accent role is centered around coaching and training customer experience soft skills for front-liners and support members of the account. This involves aligning and coordinating with support members and leadership, as well as assisting the CE AM in training our support members to champion customer experience to everyone in the account through monitoring and coaching, active participation in CE projects, and providing guidance on how to handle customer interactions effectively.

Responsibilities
  • Monitor calls of agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience.
  • Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.
  • Conduct learning sessions on customer experience for both agents and support (Ex. AMs).
  • Develop materials and conduct Foundation Skills Training (FST) when needed.
  • Assist the CE AM and/or CE LAM in preparing and conducting learning and development sessions for support.
  • Help gather, measure, and analyze data to gauge the effectiveness of the CE projects program and its parts/projects on a regular basis.
  • Conduct agent interviews to gauge customer service orientation and communication skills trainability.
  • Protect client confidentiality and adhere to company policies regarding confidentiality.
  • Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
  • Ensure compliance with internal policies and procedures, external regulations, and information security standards.
Qualifications/Requirements
  • Seniority level: Entry-level
  • Employment type: Full-time
  • Job function: Business Development and Sales
  • Industries: Business Consulting and Services

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