Vacancy For Customer Experience Coach (cec) in Flipkart by

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Company Profile:
Flipkart (
Flipkart, is an E-Commerce company founded in 2007 by Sachin Bansal and Binny Bansal. It is registered in Singapore and it operates in India, where it is head quartered in Bangalore, Karnataka. 

Job Location - Raipur, Bhilai, Bilaspur
Salary: 2,25,000 - 3,50,000 P.A

Functional Area : Teaching , Education , Training , Counselling

Role : Soft Skill Trainer

Job Description 
Key Responsibilities of a Customer Experience Coach

The KRAs of Customer Experience Coach include: 

  • Deliver refresher training to the team in the hub on current processes & changes / advancements introduced sustain learning beyond centralized classroom sessions
  • Ensure compliance to standards / norms & highlight & bridge gaps if any
  • Share feedback from the field (FEs) with the relevant designated POCs, and ensure closure on the feedback loop where possible be the voice of Fes
  • Maintain data on FEs in EKL on training, assessments & on-field performance, ensure focussed refreshers for the non-performing FEs
  • Motivate the team to outperform
  • Control FE attrition

Detailed Job Description:

  • Participate in induction of Fes: Introduction to Operations, Assessment, soft landing into the team at the delivery hub
  • On-the-job training along with assessments
  • Communication percolation to all field executives
  • Compliance to norms and SOPs
  • 2-way feedback sharing sessions with field executives
  • Share best practices for ensuring the best customer experience
  • To maintain MIS (Records) of training and individuals performance

Pre-requisite to be Customer Experience Coach

  • Knowledge, Soft Skills, Trainer 
  • Field work experience as a front line manager would be valuable
  • Good organizational skills, ability to prioritize, plan and execute are the key success factors
  • Exceptional interpersonal and communication skills

Education and Experience: 

  • Minimum graduate
  • A minimum of 3-5 years experience in field work and or customer dealing is a must - Out of this there should be 1 or 2 years of experience as a Front line manager
  • Preferred Industries for hiring Customer Experience Coach
  • Front line coaches in Retail chains like Shopper Stop, Lifestyle
  • Hospitality sector, L&D function (Travel, Aviation, Hotels)
  • QSR retail chains with a strong customer focus (eg. Dominoes, Pizza hut)
  • Customer experience manager in Logistics companies