Customer Support Coach - Mexico City - UL Solutions

    UL Solutions
    UL Solutions Mexico City

    hace 4 días

    Descripción

    Customer Support Coach Job Description

    In this role, you will be responsible for providing guidance to Customer Service agents, improving their performance and enhancing customer experience quality. You will work one-on-one with agents or in group sessions, offering feedback and best practices across multiple products.

    • Closely collaborate with team leaders and managers to conduct on-the-job coaching and training sessions.
    • Maintain up-to-date knowledge of product deliverables, best practices, and trends to ensure training materials remain relevant.

    Responsibilities

    1. Provide guidance to agents via Teams channels, assisting them with queries for effective customer resolution.
    2. Liaise with team members to identify areas of strength and improvement in customer interactions.
    3. Create ad-hoc training programs for new staff to develop skills further.

      Qualifications


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