Senior Customer Experience Coach

Designation: Senior Customer Experience Coach

Experience: 2-5 years

Location: Pune

Education: Graduate in any discipline

Roles & Responsibilities:

• Audit email/ calls and coach the new joiners on customer centricity, grammatical accuracy and enunciation.
• Actively contribute to the learning curve of the agents by giving continuous feedback.
• Compile daily, weekly, and monthly reports of the audits and send them to the operational management.
• Take ownership and assess the communication factors that contribute to the Customer satisfaction score.
• Identify and come up with a coaching plan for each individual aligned to the business needs.
• Ability to identify training needs and liaise with the training teams (internal and external) to develop customised training programs.
• Conduct floor refreshers.
• Responsible to escalate and flag poor performance and attitude towards customers.

Desired Candidate should have:

• Good communication skills with neutral accent.
• Excellent understanding of the English language and grammar.
• The passion to coach and assist agents and bring out the best in them.
• An understanding of coaching strategies.
• Ability to simplify things and explain concepts in an effective manner.
• Proactive and desire to go an extra mile that would add value to the process.
• Knowledge of Microsoft Excel is desirable.