Customer Experience Coach/Specialist

Customer Experience Coach/Specialist

Salary: From $50,000.00 per year

Job description

Purpose:

Ensure that each touchpoint across the customer journey is engaging, efficient, and effective. A successful Customer Experience Coach is responsible for increasing customer satisfaction rates, customer loyalty, and gaining more referrals from those loyal customers.

Overall description:

The Customer Experience Coach (CEC) creates a training strategy based on customer experience approach, oversees its implementation, and assesses its outcomes.

Responsible for identifying training and developmental needs and driving suitable training initiatives that build loyalty to the business.

The CEC will be in charge of equipping staff with the knowledge, practical skills, and motivation to carry out an unmatched customer experience. He/she will help with the ongoing, long-term improvement of employees' skills, enabling them to fulfill their potential within the organization. Increasingly, the CEC will be required to be strategic rather than reactive, assessing skills and knowledge within the business and determining what training is needed to grow and retain these skills.

Key Responsibilities:

Deploy a variety of training methods that will enrich customer interactions (pamphlets, videos, in-person sessions)

· Producing training materials for in-house courses

· Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages

· Researching new technologies and methodologies in workplace learning and presenting this research.

· Draw an overall and/or individualized training and development plan that addresses needs and expectations

· Conduct effective induction and orientation sessions

· Provide opportunities for ongoing development

· Resolve any specific problems and tailor programs as necessary

· Identify and assess current and future training needs through customer feedbacks, ticketing tools, performance audits results, consultation with line managers

· Monitoring and reviewing progress of employees through questionnaires and discussions with managers

· Monitor and evaluate training program’s effectiveness, and report on them to line and departmental managers

· Amending and revising programs as necessary in order to adapt to changes occurring in the work environment

· Maintain a keen understanding of training trends, developments and best practices

· Keeping up to date with soft skills developments in training by attending relevant courses, following and participating in appropriate groups on internal social networks, and going to meetings

· Be the communication point of contact for promoting team activities, such as, events’ coordination, related team building activities, and all activities promoting customer-oriented cultures within the department.

· Digital support: make use of corporate social network to promote department activities, including trainings, etc…

Required Skills:

· Interpersonal skills that will enable work with people at all levels, motivate others and change people's attitudes when necessary

· Excellent written and spoken communication skills in English and Spanish that allow to inform and advise others clearly

· Problem-solving and negotiation skills

· Initiative and the ability to offer new ideas

· Good time-keeping skills to enable effective management of training schedules

Personal commitment to improving own knowledge and skills.

Knowledge:

· Extensive knowledge of instructional design theory and learning principles

· Proven ability to master the full training cycle

· Adequate knowledge of learning management software

· Familiarity with traditional and modern training methods, tools, and techniques

· Familiarity with talent management and succession planning

· Excellent communication and leadership skills

· Strong report-writing and record-keeping ability

· Good computer and database skills

Degrees in the following fields are considered:

Business and related areas;

Psychology

Information technology

Human Resources

Any other related

Certified from any other professional body (optional)

Job Type: Full-time

Benefits:

• Vision insurance
• Health insurance
• Paid time off
• 401(k)
• Dental insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Office
• In-person

Work Location: In person

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