Customer Experience & Direct Channel Trainer / 3 weeks, 2 days ago
16Street Sinkor, Liberia,
Overview & Description:
The Trainer – Customer Experience & Direct Channel is responsible for designing, delivering, and evaluating comprehensive training programs that enhance service excellence, commercial performance, and operational compliance across all customer touchpoints, including retail outlets, and Call Center operations. The role ensures frontline teams consistently meet customer experience standards, commercial targets, and quality KPIs.
Responsibilities:
Training Design & Delivery:
- Develop and deliver training on customer service, sales techniques, product knowledge, POS operations, and call center best practices.
- Facilitate onboarding and refresher training for retail and Call Center teams.
- Support rollout of new products, campaigns, and pricing offers.
Performance Coaching & Quality Improvement:
- Conduct field and call monitoring sessions to assess service quality.
- Provide structured coaching to improve CSAT, FCR, and sales conversion rates.
- Address skill gaps impacting complaints, revenue leakage, or operational errors.
Performance Coaching & Quality Improvement:
- Conduct field and call monitoring sessions to assess service quality.
- Provide structured coaching to improve CSAT, FCR, and sales conversion rates.
- Address skill gaps impacting complaints, revenue leakage, or operational errors.
Customer Experience & Call Center Support:
- Strengthen complaint handling and service recovery practices.
- Improve call handling quality, average handling time (AHT), and adherence to scripts and processes.
- Promote a consistent customer-centric culture across all direct channels.
Monitoring & Reporting:
- Track training attendance, assessment results, and impact on KPIs.
- Analyze performance data and recommend corrective actions.
- Prepare periodic reports on training effectiveness and operational impact.
Key Performance Indicators (KPIs):
- Improvement in CSAT Score
- Improvement in First Call Resolution (FCR)
- Sales Conversion Rate Increase
- Revenue Growth in Direct Channels
- Reduction in Revenue Leakage.
Requirements:
Education:
- Bachelor’s Degree in Business, Marketing, HR, or related field.
Experience:
- Minimum 5 years’ experience in telecom retail, call center, or customer service operations.
- Proven experience in training delivery and coaching.
- Strong communication and presentation skills.
Additional Information:
Preferred Competencies
A. Professional Competencies
- Training & Facilitation Skills
- Customer Experience Management
- Retail & Sales Operations Knowledge
- Call Center Quality Standards
- Analytical & Performance Monitoring Skills
- Coaching & Team Development
How to Apply:
Please submit via email your letter of application along with your recent curriculum vitae as well as copies of your academic credentials to [email protected]
Due to the urgency of the role, interviews will be done on a rolling basis.
Please note the following:
▪ Only short-listed candidates will be contacted
▪ Female applicants are highly encouraged to apply.
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