Customer Experience Coach

7 days ago

Gold Coast, Queensland, Australia beBeeTrainer Full time $55,000 - $85,000

Key Position Overview

This leadership role is responsible for empowering team members to deliver exceptional customer experiences, making holiday dreams come true.

The successful candidate will lead by example and drive service excellence through comprehensive training and coaching, ensuring seamless onboarding processes and continuous improvement in service delivery.

Primary Responsibilities:

  • Deliver face-to-face induction training to new hires and ensure their successful transition to leadership roles.
  • Oversee the management of new hires during the induction period and provide regular updates to supervisors.
  • Collaborate with leadership to identify training needs and provide coaching support.
  • Develop and deliver regular training sessions for team members.
  • Conduct training needs analysis and one-on-one coaching of consultants.
  • Monitor calls and identify opportunities for training to enhance service delivery.

Additional Responsibilities:

  • Support quality assurance initiatives by completing call evaluations.
  • Assist with recruitment, including reviewing resumes and conducting interviews.
  • Lead by example by taking customer calls and assisting with call queues.
  • Schedule and coordinate training sessions with team leaders.

Leadership Development:

  • Support team leaders in their leadership responsibilities.
  • Develop annual training and development plans for team members.
  • Coordinate and deliver comprehensive induction training for new team associates.

Maintenance of Competencies:

  • Ensure all reasonable directions regarding health and safety are followed.

Continuous Improvement:

  • Monitor and evaluate the effectiveness of in-house and external training programs.
  • Utilize approved training and assessment tools to deliver high-quality learning and development solutions.

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