Position Title: Training Associate - Travel Process
Function: Customer Experience (CX)
Reports To: Lead-Partner Engagement & Service Alignment
- Enhance overall satisfaction and loyalty of Contact Center and F&B partners by implementing a customer-centric approach. Focus on managing and improving partner satisfaction within the partner community to strengthen long-term relationships.
Key Accountabilities
- Drive structured engagement programs to align Contact Center and F&B partners with company's vision and collaborate with Learning & Development for training alignment.
- Conduct refresher sessions and maintain a training index for continuous improvement.
- Design and implement tailored training programs for partners to enhance customer experience capabilities. Ensure programs are interactive, robust, and focus on excellence in service delivery.
- Develop engaging training materials and documentation to support partner learning. Foster a culture of continuous learning among partners.
- Conduct dynamic training sessions for partners, utilizing diverse techniques to accommodate various learning styles. Ensure content remains current and aligned with industry standards.
- Evaluate training program effectiveness through assessments and feedback mechanisms. Recommend targeted interventions to address capability gaps and enhance performance.
- Foster a culture of continuous learning and improvement within the partner community. Encourage knowledge sharing and application of learnings to enhance customer experiences.
- Stay updated on industry trends and best practices, incorporating insights into training programs to ensure relevance and effectiveness.
- Implement strategies to enhance partner satisfaction and Net Promoter Score (NPS). Collaborate with cross-functional teams to address root causes of detractors and promote promoters.
- Liaise with internal teams to incorporate product/service updates into partner training. Ensure partners are well-informed and equipped to deliver exceptional service.
- Gather feedback from partners to refine training programs continually. Review program effectiveness and make necessary adjustments for optimization.
- Any other additional responsibility assigned to the role holder from time to time as a standalone project or regular work. These would be suitably represented in the primary responsibilities and agreed upon by the incumbent, reporting officer, and HR.
Customer Satisfaction and Loyalty
- Net Promoter Score (NPS)
- Partner Satisfaction
- Loyalty Metrics
Operational Efficiency and Effectiveness
- Timely resolution of partner issues and inquiries
- Successful implementation of partner training programs
External Interfaces
- Partner Teams: Work closely with partners to understand their needs and ensure skill enhancement programs meet their expectations.
Minimum Education Requirement
- Regular Bachelor’s degree in Business Administration, Human Resources Management, Marketing, Communication, or a related field.
- A Regular Master’s degree in a relevant field is preferred.
Minimum Experience Requirement
- 2-4 years of relevant experience is desired
