Customer Experience Trainer

The Customer Experience (CX) Trainer is responsible for designing, delivering, and evaluating training programs that enhance customer service skills, product knowledge, and overall customer experience. This role ensures that customer-facing teams are equipped with the knowledge, tools, and behaviors required to deliver high-quality service aligned with organizational standards.

• Design and deliver engaging training programs for new hires and existing customer support teams
• Conduct onboarding sessions, refresher training, and upskilling workshops
• Develop training materials, including presentations, manuals, e-learning modules, and assessments
• Monitor and evaluate trainee performance through assessments, feedback, and on-the-job observations
• Collaborate with Operations, Quality, and Product teams to align training content with business needs
• Identify skill gaps and recommend targeted training interventions
• Track training effectiveness using KPIs such as CSAT, quality scores, and performance metrics
• Maintain training records, documentation, and reports
• Provide coaching and mentoring to improve individual and team performance
• Stay updated on industry trends and best practices in customer experience and training