CUSTOMER EXPERIENCE TRAINER
Full time @Savanna Fibre Uganda posted 9 hours ago in Administration Shortlist Email JobJob Detail
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Job ID 29195
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Career Level Officer
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Experience 2 Years
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Gender Both
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Industry Administration
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Qualifications Degree Bachelor
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Job Type Full time
Job Description
Department: Customer Experience (CE)
Company: Savanna Fibre Uganda Limited
Reports to: Customer Experience Operations Manager
Working relationships: Customer Value Chain Manager, Quality Assurance, Tier 2 Support, Retention, Frontline Customer Care, Back Office & KYC Manager, Technical Operations, Billing, Sales and HR.
1. Job Purpose
To design, deliver and evaluate training programmes that enhance the knowledge, skills and performance of Customer Experience staff across Frontline Customer Care, Tier 2 Support, Retention, 4G and FTTH operations and KYC Operations.
The Trainer will drive operational excellence through structured onboarding, continuous learning, rapid coaching, product and process training, and performance improvement initiatives that enhance customer satisfaction, service resolution, retention, revenue recovery and operational efficiency.
2. Key Responsibilities.
A. Training Needs Analysis and Planning.
Identify training gaps using quality assurance reports, customer complaints, operational KPls, call evaluations and supervisor feedback.
Develop and maintain a structured monthly training calendar covering onboarding, refresher training, product updates and performance improvement.
Conduct training needs assessments for new and existing staff across all CE functions.
Prioritise training interventions based on recurring service failures, process gaps, low-performing KPls and emerging business needs.
B. Staff Onboarding and Product Knowledge.
Develop and deliver comprehensive onboarding programmes for new CE employees.
- Train staff on Savanna Fibre products, packages, pricing, promotions, billing, payments, renewals, account management and service activation.
- Ensure staff understand the differences between 4G and FTTH services, including common technical issues, troubleshooting procedures and escalation paths.
- Train agents on customer lifecycle management, including New NPD, Old NPD, welcome calls, health checks, pre-payers, win-back and retention campaigns.
- Assess staff competency before deployment and recommend additional coaching where required.
C. Technical Support and Process Training.
- Train Tier 2 and Frontline teams on standard troubleshooting procedures, ticket management, escalation protocols and customer follow-up.
- Reinforce compliance with service request workflows, ticket ownership, closure codes, final resolution reasons and customer communication standards.
- Ensure teams understand outage management, service downtime communication, compensation policies and billing-related escalations.
- Train staff on the correct handling of package upgrades, downgrades, Combo Package transitions and FTTH migration workflows.
- Work with Technical Operations, Billing and other departments to ensure training materials reflect approved processes and current operating procedures.
D. Quality Assurance and Rapid Coaching.
• Collaborate with Quality Assurance to identify recurring quality failures and translate findings into targeted training interventions.
- Conduct call listening, side-by-side coaching, role-plays and practical assessments to improve customer handling and resolution quality.
- Implement rapid coaching for agents with repeated errors, low conversion rates, poor call quality or process non-compliance.
- Coach staff on probing, active listening, empathy, objection handling, ownership, first-contact resolution and effective call control.
- Track coaching actions and verify improvement through subsequent call evaluations and performance reviews.
E. Retention and Customer Value Chain Enablement
- Train agents on customer retention techniques, objection handling, churn prevention and win-back strategies.
- Equip staff to identify reasons for inactivity, non-payment, service dissatisfaction and potential disconnection.
- Train teams to explain relevant packages and approved offers accurately, without misrepresentation or unauthorised promises.
- Support campaign launches by preparing agents on target segments, customer eligibility, scripts, campaign objectives and reporting requirements.
- Monitor campaign performance with operational leaders and recommend refresher training where conversion or recovery targets are not achieved.
F. Performance Management and Continuous Improvement
- Analyse agent and team performance to identify knowledge gaps affecting productivity, customer experience and business outcomes.
- Work with Team Leaders and Operations Managers to develop performance improvement plans for underperforming employees.
- Conduct periodic competency assessments and maintain individual training and coaching records.
- Participate in calibration sessions with QA and Operations to ensure consistent interpretation of procedures and quality standards.
- Recommend updates to training content based on changes in products, systems, policies, customer feedback and operational performance.
G. Training Documentation and Reporting
- Develop and maintain training manuals, standard operating procedures, presentations, job aids, FAQS, assessment tools and coaching guides.
- Maintain accurate attendance records, assessment results, competency matrices and training completion records.
- Submit weekly and monthly reports covering training delivered, staff coverage, assessment results, identified gaps and corrective actions.
- Measure the effectiveness of training by comparing relevant operational KPls before and after interventions.
- Ensure training materials are version-controlled and aligned with approved Savanna Fibre policies and procedures.
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