Customer Support Training Consultant
Customer Support Training Consultant
Posted on :
20-12-2024
Employer Active
1 Vacancy
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Job Description
Objective of the Role:
To provide expert training and actionable strategies to enhance our customer service capabilities ensuring we deliver exceptional and seamless experiences that reflect global best practices.
Responsibilities:
- Conduct a comprehensive assessment of the current customer service processes and identify areas of improvement.
- Develop and deliver a structured training program tailored to team members at varying levels of expertise.
- Introduce proven methodologies and techniques from industryleading brands like AMEX Barclays etc. focusing on:
- Customer empathy and communication
- Issue resolution and escalation handling
- Proactive service strategies
- Consistency in delivering wow moments
- Facilitate interactive workshops roleplaying sessions and handson exercises to reinforce learning.
- Provide recommendations for longterm improvements in customer service policies and workflows.
- Offer oneonone coaching sessions to address individual growth areas.
- Deliver a final report summarizing progress key learnings and actionable takeaways for sustained excellence.
Required Qualifications:
- Minimum of 5years of experience in customer service including leadership or consultancy roles.
- Proven track record of working with globally recognized brands known for exceptional customer service (e.g. AMEX Barclays etc.).
- Expertise in training and development with a focus on customer service excellence.
- Strong understanding of customercentric frameworks and tools (e.g. NPS CSAT etc.).
- Exceptional communication and interpersonal skills with the ability to inspire and motivate teams.
- Experience in crafting and implementing scalable customer service strategies.
- A resultsdriven approach with demonstrable success in elevating team performance.
Preferred Qualifications:
- Certification in customer service training or related fields.
- Experience with startups or fastgrowing companies.
interpersonal skills,customer service,customer,training and development,nps,proactive service strategies,customer service training,customer-centric frameworks,communication,issue resolution,training,coaching,customer empathy,escalation handling,assessment,csat
Employment Type
Full Time
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