Get to know our Team:
Customer Experience (CE) team drives one of our core values ‘Outserve Our Customers’ and provide support to in-country business units and a wide range of verticals. Promoting ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions
Get to know the Role:
Analyse Training contact centre needs, review training plans, programs and materials to assess design, delivery, engagement methods to improve overall training effectiveness.
Day to Day Responsibilities:
- Key Liaison for Regional Customer Experience Training related activities
- Assist with setting up new and reviewing of current Training Plans, programs to meet Regional CE training targets
- Review Training plans, programs and materials used to assess design, delivery, engagement methods to ensure overall training effectiveness
- Measure and analyze reports on Regional CE Level training activities and follow up with action plans to meet needs
- Source and liaise with training providers for suitable training programs and ensure proper follow through of both inhouse and external training programs and events at Regional CE levels
- Prepare required logistics & perform administrative tasks in preparation for training and assessments, approvals, course registrations, updating of training records including pre and post training administration such as collation of training and assessments records etc.
- To ensure consistent delivery in customer service across all channels
- Able to work cross functionally to deliver key OKR
The must haves:
- Min. 2- 3 years of experience in supporting team coordination.
- Good “can do” attitude, meticulous, excellent prioritization skills, multitasking abilities and takes pride and initiative in her/ his work
- High level of discretion, strong sense of accountability, self-motivated, good sense of business/ cultural priorities and nuances
- Fluent in written and spoken English
- Proficient in Microsoft Office and creating presentations
- Strong organization and time management skills
- Ability to handle ambiguity, cross functional collaborations and navigate complex matrix environment
- Ability to adapt and thrive in fast-pace, challenging and dynamic environment
- Ability to work closely with all levels of management and staff, and a strong team player
