Cx Training

2 weeks ago

Cremorne, Australia Accent Group Full time

**About Us**:
Accent Group Limited is the leading digitally integrated retail and distribution business in the Apparel and Footwear performance and lifestyle market in Australia and New Zealand. With over 750+ stores, 35 brands and 40 online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Pivot, Timberland, Stylerunner, Palladium, Stance, Saucony, & Nude Lucy

Why Accent Group?
- Team member discounts up to 40% across all our Retails brands.
- Join a POWERHOUSE Retail Company with plans for significant growth.

**About the role**:
The CX Training Lead will be responsible for working cross functionally to develop and maintain training resources. They will also be responsible for delivering inspiring practical training that ensures the customer experience offered by CX is consistent with Accent Group expectations. This is a permanent opportunity based out of our Cremorne, VIC HQ

**Your key responsibilities will include**:

- Delivery of a minimum of six hours of pre-planned training/coaching per Australian Centre, per week.
- Weekly calibration meeting with Offshore trainer/Team Leader, CX Quality Assurance, CX Communications: to ensure consistency across external and internal customer communication.
- Delivery of blended training sessions, encompassing product knowledge, customer service and operations.
- Structure content and activities to drive learner retention and engagement.
- Coordination of a training calendar in consultation with CX Operations Managers and Team Leaders to ensure weekly Centre training obligations are met.
- Conduct face-to-face on-boarding sessions (Zoom where necessary) for all new starters.
- Ensure consistent on-boarding for all new starters.
- Ensure regular liaison with new starters, giving feedback on progress to both the individual, and their leadership team, during new starters first 3 months.
- Deliver improved and statistically measurable “speed to competency” post induction of training.
- Responsible for the development and maintenance of all Team Member facing Knowledge Base articles hosted via Zendesk.
- Regularly update Macros and shorthand’s, to align with process and reduce agent effort.
- Design relevant, targeted, and innovative content to support specific CX processes.
- Work cross functionally with the Accent Group Learning & Development Team to deliver CX training content via Dayforce.
- Work cross functionally with Accent Group Project Managers to understand the impact of changes on existing CX processes, or build new processes where required; and delivering the training necessary to bring this to life.
- Eliminate the need for all other places of information or resources, outside of the Knowledge Base hosted via Zendesk.
- Be proficient in handling, and indeed handle, CX ticket escalations, to extract process and training opportunities.
- Make recommendations around business process improvements.

**To succeed in this role, you will need to have**:

- Experience using Zendesk Agent Workspace is desirable.
- Technically savvy across several systems/apps or an ability to pick up and understand systems quickly.
- Experience using Microsoft O365.
- 2+ years experience in a fast-paced CX environment.
- Experience in delivering blended learning solutions across multiple mediums
- E-learning experience is preferred.
- A passion for retail.
- Affiliation with Accent Group Core values and “Make It Happen” attitude

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves.
The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.

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