CX Training Specialist

3 days ago

Australia beBeeCustomerExperience Full time $80,000 - $120,000

About Accent Group Limited

We are a 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, we offer a wide range of products to our customers.

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 are seeking a highly skilled professional to fill the role of CX Training Lead. As a member of our team, you will be responsible for developing and maintaining training resources, delivering inspiring practical training, and ensuring consistency with our customer experience expectations.

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.
  • Distribution 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.
  • Face-to-face on-boarding sessions (Zoom where necessary) for all new starters.
  • Ensure consistent on-boarding for all new starters.
  • Provide feedback on progress to both the individual, and their leadership team, during new starters first 3 months.
  • Deliver improved and statistically measurable

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