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Customer Service Coach
A Customer Service Coach coaches and trains Technical Executives and Customer Care Advisors in handling different types of customers and ensure they deliver first class customer service. In addition, to enroll a well prepared structured development plans for the Contact Center teams.
To conduct the induction trainings for new joiners.
To develop and continuously update induction training materials and handouts.
To provide regular feedback to Team Managers on the trainees’ abilities, understanding, and knowledge eagerness.
To prepare first level post-training assessments.
To identify areas of development and readiness plans.
Requirements:
Experience required:
A minimum of 2 years of Customer Service experience in the Contact Centre.
Very good structured feedback providing skills.
Great presentation skills.
System knowledge, Microsoft Office applications and technical background
Very good planning and organizational skills.
Excellent communication skills.
Knowledge of Microsoft applications – Expert in MS Power Point.
Education requirement:
Preferred – Diploma.
Knowledge & Skills:
Outstanding coaching skills.
Customer focused.
To be proactive and to have good problem solving skills.
Ability to react quickly to changes in a dynamic environment.
Good communication skills.
React quickly to changes in a dynamic environment.
A natural affinity to solve Technical issues
Accuracy and attention to details
Good planning and organisational skills.
Ability to work as part of a team and ability to work to strict deadlines.
Flexibility is essential as the position includes shift work.
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