Customer Experience Trainer|| GGN|| Immediate Joiner
- IGT Solutions
- 2 - 6 years
- Noida, Gurugram
- 8 months ago
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Job Description
Job Title: Customer Experience Trainer
Company Overview: IGT Solutions is a global leader in providing end-to-end outsourcing solutions for the travel, transportation, and hospitality industries. We specialize in delivering world-class customer service and operational excellence. With a presence across multiple countries, we are committed to enhancing the customer experience through cutting-edge technology, highly skilled professionals, and data-driven insights. At IGT, we prioritize innovation, collaboration, and continuous growth, ensuring that our clients receive top-notch services that drive business success.
Job Responsibilities:
- Provide feedback and coaching on presentation skills to enhance overall performance.
- Serve as the liaison between quality and operations from a training and development perspective.
- Demonstrate a strong aptitude for delivering exceptional customer experience.
- Utilize strong analytical skills and attention to detail to monitor performance metrics.
- Familiarity with call monitoring, TNI (Training Needs Identification), and implementation of improvements.
- Work closely with new hires to enhance their communication skills and ensure consistent performance.
- Lead refresher training sessions based on TNI findings and conduct calibration sessions.
- Develop and execute strategies to improve CSAT metrics through engaging contests and refresher initiatives.
- Regularly monitor calls and agent performance to ensure quality standards are met.
- Conduct assessments to identify areas of improvement and implement action plans accordingly.
- Perform training needs analysis, prepare action plans, and report on progress and improvements.
Requirements:
- Bachelor's Degree (Any Field).
- Excellent verbal and written communication skills.
- Ability to work in a 24/7 environment (6-day work week).
Kindly share your cv at so*********1@ig*********s.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: FreshersContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: VNA Voice And Accent Training
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