Customer Service Coach (Upto 27M/Month)

As a Customer Service Coach, you will be responsible for supporting the development and performance improvement of Customer Service Representatives through training, coaching, and continuous performance monitoring.

Conduct onboarding training and support new hires during their transition into production.

Provide ongoing coaching and guidance to Customer Service Representatives to improve customer service skills, communication quality, and policy compliance.

Monitor agent performance and identify areas for improvement.

Deliver constructive feedback and recommend action plans to enhance performance.

Collaborate with Team Leads, QA, and Supervisors to address performance gaps and training needs.

Assist in developing and updating training materials, guidelines, and operational documentation.

Track coaching effectiveness and prepare training-related reports.

Support quality improvement initiatives and contribute to achieving departmental KPIs.

Perform other duties assigned by the Customer Service Supervisor or Management Team.

Diploma/Bachelor’s Degree.

Minimum 2 years of experience in Customer Service, Training, Coaching, QA, or Call Center Operations.

Good English communication skills, both written and spoken.

Strong presentation, coaching, and interpersonal communication skills.

Ability to identify performance gaps and provide effective coaching solutions.

Proficient in Microsoft Office (Excel, Word, Outlook).

Strong organizational skills, attention to detail, and ability to work independently.

Experience in telecommunications or contact center environments is an advantage.

Yearly Bonus

Laptop Provided

Pantry Area

Career Path