Job description
Position Summary:
The Customer Service Excellence Coach is responsible for training and coaching the customer care team across all branches and collection centers. The role involves traveling to different locations, observing customer interactions, providing real-time feedback, and conducting structured coaching sessions to enhance service quality and customer experience.
Key Responsibilities:
Coaching & Development:
• Provide hands-on coaching to customer care staff at branches and collection centers.
• Observe and assess service delivery, identifying strengths and areas for improvement.
• Conduct role-playing exercises and practical training sessions.
• Reinforce best practices in customer handling, communication, and problem-solving.
Service Quality Improvement:
• Ensure all employees adhere to the company’s service excellence standards.
• Develop customized coaching plans based on staff performance and feedback.
• Address service gaps and implement corrective training interventions.
• Monitor and report on improvements in customer service performance.
Travel & Branch Engagement:
• Travel to all branches and collection centers regularly to provide on-site coaching.
• Work closely with branch managers and supervisors to align service goals.
• Conduct follow-up visits to measure coaching impact.
Customer Experience Enhancement:
• Identify customer service challenges and recommend solutions.
• Encourage a customer-first mindset among the team.
• Foster a culture of continuous improvement and professionalism.
Reporting & Feedback:
• Maintain records of coaching sessions and performance evaluations.
• Provide feedback to management on staff development needs.
• Suggest process improvements to enhance customer satisfaction.
Key Performance Indicators (KPIs):
• Improvement in customer satisfaction scores.
• Reduction in customer complaints.
• Increased adherence to service protocols.
• Number of staff successfully coached and improved performance.
• Frequency of branch visits and training sessions conducted.
Qualifications & Skills:
• Diploma in Marketing or similar qualification.
• Experience in customer service training, coaching, and team leadership.
• Strong communication and interpersonal skills.
• Ability to assess and improve service delivery standards.
• Willingness to travel extensively.
• Problem-solving mindset with a passion for service excellence.