Job Description Are you passionate about creating great customer experiences and fostering a culture of exceptional service As a Customer Experience Coach for our Contact Centre, you will play a pivotal role in shaping the Customer experience and empowering our Representatives to excel in their roles. Your expertise and guidance will be crucial in creating a positive and lasting impression on every customer we engage with. Together, we'll elevate the standard of service, leaving a positive impact on every customer interaction. If you are driven by a desire to help others succeed and possess a genuine enthusiasm for improving customer experiences, we encourage you to apply and become an integral part of our team. Responsibilities Coaching and Mentoring: Act as a mentor and coach for our Care representatives, providing ongoing guidance and support to improve their customer service skills and overall performance. Training Delivery: Develop and deliver comprehensive training programs that focus on enhancing customer service skills, communication techniques, problem-solving, and conflict resolution. Quality Assurance: Perform quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards. Performance Analysis: Analyze key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact centre as a whole. Feedback and Recognition: Provide constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential. Continuous Improvement: Stay up-to-date with the latest industry trends, best practices, and technological advancements in customer experience to continuously enhance our service delivery. Team Building: Foster a collaborative and positive team culture within the contact centre, promoting teamwork and a shared commitment to delivering exceptional customer experiences. Customer Insights: Work closely with other departments to gather insights from customer interactions, facilitating the continuous improvement of products, services, and processes. Escalation Support: Provide support in handling complex customer escalations, demonstrating problem-solving skills and a commitment to resolving issues effectively. Qualifications Job Requirements/ Qualification Bachelor's Degree in any related field. Minimum 2 year of working experience ideally in customer service coaching or training role, preferably in a contact centre environment. Excellent Communication Skills. Proficient in MS Office products (Word, Excel, Outlook and PowerPoint), customer service software, call centre tools, and reporting systems Willing to learn monitoring and feedback principles for customer interactions. Have the empathy and patience required to inspire and motivate your team to achieve their goals. Ability to actively listen to live and recorded calls. Good command in English Competencies and Skills: Flexibility/Adaptability & Managing Change Client orientation Analytical thinking Teamwork & Conflict Management Communication & Influence