Customer Experience Training and Development Specialist
Customer Experience Training and Development Specialist
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1 Vacancy
Job Description
We are seeking a dynamic and customercentric Customer Experience Training and Development Specialist to design develop and deliver impactful training programs that enhance the skills and performance of our Customer Experience Team. The goal is to ensure customer experience associates and specialists are wellprepared to handle customer inquiries resolve issues and provide excellent service. This role involves assessing training needs creating learning materials coaching staff and monitoring the effectiveness of training programs to ensure a high standard of customer care.
Qualifications :
Youll be focusing on...
Design and Delivery
Develop and facilitate engaging onboarding programs for new customer experience associates.
Create and maintain CX training materials including elearning modules job aids refreshers and possibly quarterly in person workshops.
Actively supporting the team each day by handling customer tickets and covering some scheduled phone hours.
Conduct needs assessments to identify learning gaps and recommend tailored training solutions.
Develop and facilitate a quality assurance (QA) tracking system for our AI Chat Assistant.
Continuous Improvement
Analyze customer feedback support metrics our AI Chat Assistant and QA scores to identify opportunities for training coaching and improvements.
Measure training effectiveness through posttraining assessments feedback surveys and performance KPIs and provide regular reports and insights on training impact
- Collaborate with CX leadership to implement best practices and process improvements based on training outcomes.
CrossFunctional Collaboration
Work closely with relevant stakeholders to ensure training reflects current offerings and updates.
Serve as a liaison between frontline employees and leadership to capture voiceofemployee insights for CX improvements.
You bring...
2 years of experience in customer service experience or training roles.
Proven ability to design and deliver training in fastpaced customercentric environments.
Strong understanding of adult learning principles and CX frameworks (NPS CSAT journey mapping).
Excellent communication presentation and organizational skills.
Proficiency in Notion Google Sheets and data analysis.
Empathy easily adaptable and teamoriented with a continuous improvement mindset.
Bilingual or multilingual skills are a plus.
Additional Information :
Whats in it for you...
- A competitive salary
- A flexible hybrid work environment
- 25 holidays per year (based on full time) plus additional tenure based days (2 extra days after 1 year and 3 days extra after 2 years of employment)
- Company pension plan
- Travel reimbursement if you live more than 10kms from our HQ
- Wellbeing: a collab with ClassPass and free access to unlimited mental health support via our partner OpenUp
- Continuous free updates of your eyewear collection plus great discounts!
- Daily nutritious lunch and healthy snacks
- Participation in events planned by our CultureClub (e.g. Borrel XXL &talks holiday gifting ...)
Jeez that was a lot. Still with us If you are and youre thinking that you might fit this profile please apply via the form below. Wed love to hear from you!
Ace & Tate is an equal opportunity employer. We are committed to nurturing an inclusive environment for all current and potential employees.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
