Customer Service Process Specialist (External Contract)

Job Description

We are looking for an ambitious, experienced, and dynamic contact center processor and trainer to join our company. In this role, you'll be responsible for scheduling and conducting training sessions for both new and experienced agents and supporting employees to keep productivity up. Customer service processor and trainer's responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for new hires, and providing CR with updated procedures ETC. You will also ensure that all trainees understand and grasp the required concepts comprehensively. Responsibilities: ● Develop digital and print educational material (e.g. videos and manuals). ● Schedule and conduct training sessions on various contact center and customer service topics to prepare and support new agents. ● Schedule regular training sessions (e.g. monthly or quarterly). ● Train experienced agents on new or updated contact center procedures to improve their performance. ● Observe the daily operations of agents and identify any areas of improvement. ● Identify individual and team skills gaps. ● Liaise with team leaders and managers to conduct on-the-job coaching. (e.g. how to handle difficult client cases). ● Assess the impact of each educational course on staff performance and customer satisfaction. ● Measure the effectiveness of training sessions and prepare individual or team progress reports. ● Ensure employees keep up their productivity and maintain high levels of customer satisfaction. ● Provide complete feedback and report after each training session to the management, especially about identified gaps and issues. ● Identify new requirements, gaps, and issues in training sessions and provide corrective suggestions or solutions and enhancement to improve them. ● Design, develop, communicate and update customer service processes. ● Define processes in a way that be understandable to all customer service. ● Define processes in a way that is understandable to all customer care front lines, and aligns with the company approach to achieving SLAs, customer satisfaction, and customer experience targets. ● Monitor, evaluate, and report the accuracy of all processes in collaboration with all related stakeholders to develop and enhance product and Services performance. ● Identify, introduce and apply standard methods, frameworks, and tools for designing and updating customer care processes, aligning with best practices and company process engineering approach. ● Update existing procedures, considering identified gaps. ● Make sure all related categories and subcategories for logs have been created and updated in customer service CRMs. ● Identify gaps in other departments and divisions that impact customer service processes, raise and follow up issues till their resolution with related divisions. ● Provide frequently asked questions for customer service processes and share it properly with their users. ● Write clear and error-free content that reflects the company’s voice.