Customer Experience Professional
3 weeks ago
Salary:£50,000 - £65,000 per annum
About the RoleWe are seeking an experienced Customer Experience Professional to join our team at Culligan UK Limited. As a key member of our customer experience team, you will be responsible for delivering high-quality training programs that enhance the skills and knowledge of our customer-facing staff.
You will work closely with our Head of Customer Experience Operational Development to develop and implement training initiatives that address specific skill gaps and areas for improvement. Your primary goal will be to ensure that our team members have sound product knowledge, clear customer processes, and customer service protocols in place.
This is an excellent opportunity to work in a dynamic and vibrant customer experience environment where you can share your expertise and contribute to fostering a genuinely customer-centric culture.
Responsibilities- Develop and implement training programs for new and existing team members
- Ensure team members have sound product knowledge, clear customer processes, and customer service protocols
- Provide ongoing coaching and support to team members to ensure they meet and exceed performance standards
- Conduct training needs assessments to identify skill gaps and areas for improvement
- Collaborate with the Customer Experience leadership team to tailor training programs to address identified needs
- Develop and facilitate workshops on soft skills, product knowledge, and other customer experience topics
- Monitor calls and provide constructive feedback to improve performance
- Evaluate the effectiveness of training programs and modify them as necessary
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