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