Customer Experience Champion
1 week ago
Drive excellence in customer interactions across internal teams and global delivery partners.
Shape how we deliver exceptional service, from onboarding new team members to designing and facilitating training programs that engage and motivate.
Conduct quality audits and compliance checks to ensure every customer touchpoint reflects high standards of quality and regulatory compliance.
Empower our people through continuous development and knowledge sharing, fostering a culture of continuous improvement and excellence.
- Conduct quality audits across customer service channels to monitor compliance and identify areas for improvement
- Review customer interactions to maintain consistency, quality, and regulatory standards, ensuring a seamless experience for our customers
- Support internal teams and international partners through knowledge sharing and calibration sessions, promoting best practices and collaboration
- Provide clear feedback and coaching to improve team performance and compliance, driving results-oriented outcomes
- Design and facilitate engaging training sessions for both new hires and ongoing development, leveraging adult learning principles and technologies
- Create and maintain training materials, process guides, and knowledge base content that is accurate, up-to-date, and relevant to our business needs
- Lead onboarding programs and develop ongoing learning pathways that promote employee growth and development
- Analyse performance data to uncover trends and drive continuous improvement, informing strategic decisions and initiatives
- Prepare reports with actionable insights to enhance customer experience, measuring the effectiveness of our efforts and identifying opportunities for further improvement
Requirements:
- University Degree qualified in a relevant field such as Business, Communication, or Education
- Experienced in quality assurance, training, or learning and development within a customer-facing environment, with a proven track record of delivering results
- Skilled in delivering engaging training and providing effective coaching that drives behavior change and improved performance
- Confident in analysing data to inform improvements and reporting outcomes that drive business value
- A strong communicator with the ability to influence and build relationships across teams, functions, and geographies
- Passionate about raising the bar for customer experience through continuous improvement and innovation
- Tech-savvy and able to use various IT and cloud-based tools to improve efficiency and productivity, leveraging digital solutions to drive business success
- Excellent attention to detail, with an ability to move through volume tasks with accuracy and efficiency, managing multiple priorities and projects simultaneously
About Us
We are a pioneering eCommerce company that offers rewarding careers where you can build your skills, be mentored by the best in the industry, and share your expert knowledge in a dynamic and innovative work environment.
Join us to master your craft, do your best work, make a real difference, and work with the best. At our company, your work will have an immediate impact on transforming the retail landscape.
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