Call Center & Onboarding Training officer Dubai UAE
Position: Call Center & Onboarding Training officer
Date posted: 2022-10-24
Industry: other
Employment type: Full Time
Experience: 3 year
Qualification: Bachelor’s Degree holder
Salary: AED 4000 to 7000
Location: Dubai, United Arab Emirates
Company: Confidential
Description:
Looking for Call Center & Onboarding Training officer
- Language : Arabic & English
- Location : Dubai – IMPZ
- Minimum Exp : 3 Years
- No. Of opening : 2
- Note : Candidate should be in Dubai
Objectives and Goals:
The Onboarding Specialist will play an integral part in introducing new Customer Support hires to our company and culture as well as ensuring that they feel like they made the right choice. In this role, you’ll drive the strategic vision of our new hire experience and deliver a world class onboarding program with (Customer centric mindset). We will look to you to constantly find ways to improve orientation through research and feedback.
Job Description & Scope:
- Conduct staff trainings in line with overall organizational CX Vision and Performance Standards
- Plan, Prepare and deliver trainings for the new joiners/hires according to common training standards (agenda, duration and training material).
- Develop Training Calendar based on GAP analysis, Customer Requests, Training demand from all Customer Care Department channels/function
- Contribute to building a high level of knowledge and expertise by sharing information about products & services also covering all customer support scenario.
- Assist in driving and entrenching a customer centric culture across the organization ensuring that all employees understand what their contributions are to the Customer’s experience
- Focus on continuous CX related process improvements and operational efficiencies
- Assist in gathering feedback from customer satisfactions surveys across touch points to identify customer pain points & develop plans for enhancement and improvement
- Assist in build a thorough understanding of customer database to then segment, target and personalize communications
- Maintain Training record of Scorecard, Attendance and Certificates as per defined Training process. Keep documentation ready for Internal & external audit.
Technical Skills & Competencies Requirements:
- Must have strong Training Delivery skills and knowledge of training tools for customer service and call center staff with a proven experience 3+ years.
