Customer Experience Coach (Trainer)
- Flipkart Internet
- 3 - 5 years
- Bengaluru
- 5 years ago
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Job Description
Roles and Responsibilities
Job Description: Customer Experience Coach
FEMALE CANDIDATES ONLY
1. Ensure new delivery executive undergo and complete On-the-job induction and training at the hub.
2. Deliver refresher training to the delivery executives in the hub on current and revised processes.
3. Ensure full compliance to operations standards.
4. Identify and close gaps in performance demonstrated by delivery executives through coaching.
5. Share feedback from the delivery executive with the relevant designated POCs, and ensure closure on the feedback loop where possible be the voice of the delivery executive.
6. Maintain data of delivery executives about their on the job training, assessments and field performance observation.
7. Ensure focussed refreshers for the non-performing delivery executives.
8. Motivate the delivery executive to enhance the performance.
9. Control attrition of the delivery executive. Identify reasons for attrition. Conduct Exit Interviews and update Hub In-Charge and HR.
10. Share best practices from other hubs in the country for delivering delightful experience to the internal and external customers.
11. Maintain MIS (Records) of training and individuals performance
12. Communicate changes in operational standards, processes and Ekart policies to delivery executives from time to time.
13. Conduct huddle with the Hub team on daily basis.
14. Support HUB In-Charge on employee engagement initiatives.
15. Coordinate with HR and resolve employee queries about employee benefits and compliances.
16. Create awareness of safety process as per company policies.
17. Creating awareness of Zero Tolerance Policy (ZTP) and Code of Conduct (COC).
Skills Required : Communication skills, training skills, stakeholder management
Send your resume to sh*******r@fl*****t.com
Desired Candidate Profile
Kannada Speaking is Must.
Should be willing to travel and visit hubs allotted to him/her. (within Bangalore).
Perks and Benefits
Salary as per industries standard
Job Classification
Industry: Courier, Transportation, Freight , WarehousingFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: TrainingRole: TrainingEmployement Type: FreshersEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not RequiredContact Details:
Company: Flipkart InternetAddress: ALYSSA, BEGONIA, CLOVER,SyNo.12/4,12/6 to, 12/10,13P,14/3 to 14/9,14/11P,14/13to14/15 , Village, Outer Ring Road,Devarabeesanahalli Embassy Tech Village, Varthur Hobli, BANGALORE, Karnataka, IndiaLocation(s): Bengaluru
Keyskills: Metrics Induction Training Policies Customer Experience Exit Interviews Employee Engagement HR
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