Customer Experience Training Specialist
1 week ago
About the Role
VOI Denmark ApS is seeking a highly skilled Customer Experience Training Specialist to join our team. As a key member of our customer experience operations, you will play a pivotal role in ensuring excellence in our customer experience operations.
The ideal candidate will have professional fluency in English and experience in training and knowledge management, preferably in a call-center or customer support environment.
About the Team
You will be part of our Customer Experience Operations team (CXO) and report to the Senior Regional Success Manager. In this role, you will drive the continuous improvement of our knowledge management practices to empower teams with the tools and knowledge necessary to excel in delivering outstanding customer experiences.
About the Job
Your responsibilities will include:
- Analysing performance- and quality data, deep diving in feedback and case handling to investigate root causes for poor performance
- Collaborating with the CXO-team and external BPO teams to identify skill gaps and training needs
- Developing and maintaining engaging, effective, and scalable training programs and multimedia training materials tailored to the needs of CXO- teams and BPOs
- Onboarding new CXO-team members, both in-house and at the BPO, and conducting training sessions to ensure full understanding of operational processes and customer service expectations
- Tracking attendance and completion rates, following up on targets, KPIs and implementing methods to assess the effectiveness of training programs
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