Regional Customer Experience Trainer

Job Description

Title: Regional Customer Experience Trainer

Company Name: SwiftTech Service Ltd.

Vacancy: 4

Age: 25 to 32 years

Job Location: Anywhere in Bangladesh

Salary: Negotiable

Experience:

• 2 to 3 years
• The applicants should have experience in the following business area(s): Telecommunication, IT Enabled Service, Mobile Accessories, Mobile Industry

• Bachelor of Business Administration (BBA)
• Bachelor of Business Administration (BBA) in Human Resource Management
• Bachelor of Science (BSc) in Computer Science & Engineering
• Bachelor of Science (BSc) in Information Technology

• Education:
• Bachelor's degree in business, Education, Human Resources etc.
• BSc In Computer Science, Information technology, Engineering
• Travel:
• Willingness and ability to travel frequently within the assigned region to conduct on-site training and coaching.

• 2 to 3 years
• The applicants should have experience in the following business area(s): Telecommunication, IT Enabled Service, Mobile Accessories, Mobile Industry

• Age 25 to 32 years
• Only Male

• Sound Technical Knowledge and have ability to find Root cause analysis (technical Issues) on Mobile Phones. Candidates who have such expertise will get preference.
• Teaching skills like Hardware/Software repair, Diagnostics, assembly and staying updated with new technologies.
• Key Requirements:
• Experience:
• Minimum 02 years of experience in Training, Learning & Development, or Customer Experience management/Technical training Management, preferably in the mobile phone, electronics, or after-sales service industry. Proven experience in designing and delivering training to adult learners.
• Skills:
• Exceptional communication and presentation skills (must be an engaging facilitator).
• Strong analytical skills to interpret performance data and link it to training outcomes.
• Proficiency in creating engaging content using presentation software (PowerPoint/Google Slides) and/or e-learning tools.

Key Roles & Responsibilities:

• Oversee and enhance the after-sales customer service operations within the assigned region to ensure consistent, high-quality customer experiences.
• Monitor customer feedback, service center performance, and satisfaction metrics (CSAT) to identify improvement areas and implement corrective actions.
• Ensure service policies, warranty procedures, and brand standards are properly followed across all service touchpoints (Own Service Center, Authorized Service Center).
• Conduct offline training and coaching sessions for front-line staff to maintain service excellence and improve product knowledge.
• Coordinate with head office, central CX Dept, Logistics Team, and technical teams to resolve escalations, improve parts availability, and streamline repair processes.
• Support the rollout of customer experience improvement initiatives and ensure regional alignment with standard after-sales strategies.
• Develop and localize engaging training materials in line with HQ standards and company objectives, addressing regional customer and product needs.
• Execute various training programs for both Front Desk and Technician as per organizational requirement.