Quality Coach con Alemán Alcobendas

Are you passionate about creating great customer experiences and fostering a culture of exceptional service? As a Customer Experience Coach for our Contact Centre, you will play a pivotal role in shaping the Customer experience and empowering our Representatives to excel in their roles. Your expertise and guidance will be crucial in creating a positive and lasting impression on every customer we engage with.

Together, we’ll elevate the standard of service, leaving a positive impact on every customer interaction. If you are driven by a desire to help others succeed and possess a genuine enthusiasm for improving customer experiences, we encourage you to apply and become an integral part of our team.

Responsibilities:
-Coaching and Mentoring: Act as a mentor and coach for our Care representatives, providing ongoing guidance and support to improve their customer service skills and overall performance.

-Training Delivery: Develop and deliver comprehensive training programs that focus on enhancing customer service skills, communication techniques, problem-solving, and conflict resolution.

-Quality Assurance: Perform quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards.

-Performance Analysis: Analyze key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact centre as a whole.

-Feedback and Recognition: Provide constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential.

-Continuous Improvement: Stay up-to-date with the latest industry trends, best practices, and technological advancements in customer experience to continuously enhance our service delivery.

-Team Building: Foster a collaborative and positive team culture within the contact centre, promoting teamwork and a shared commitment to delivering exceptional customer experiences.

-Customer Insights: Work closely with other departments to gather insights from customer interactions, facilitating the continuous improvement of products, services, and processes.

-Escalation Support: Provide support in handling complex customer escalations, demonstrating problem-solving skills and a commitment to resolving issues effectively.

Qualifications:
-You’re passionate about customer experience, having proven experience in a customer service coaching or training role, preferably in a contact centre environment.

-You’re an excellent communicator – you know this is key to effectively engaging with your team

-You are a German native speaker, or close to native, speaking good English (other languages are an advantage)

-You have the empathy and patience required to inspire and motivate your team to achieve their goals.

-You’ve got bundles of energy – we’re fast-paced and we adapt quickly to what our customers are telling us

-You use data to inform your insights – comfortable using customer service software, call centre tools, and reporting systems.

-You’re passionate about customer experience, having proven experience in a customer service coaching or training role, preferably in a contact centre environment.