1. Job Summary

The Customer Experience & Training Manager will be responsible for developing and maintaining high standards of customer service across the Telecalling and Reception teams. The role involves training employees, improving communication and customer-handling skills, monitoring service quality, and implementing processes to enhance the overall customer experience. The individual will ensure that all customer interactions, whether over the phone or in person, reflect the organization's professional standards and service expectations.
1. Key Responsibilities

A. Training & Development  Design and conduct training programs for new and existing telecalling and reception employees.

 Train employees on communication skills, telephone etiquette, professional grooming, customer handling, and workplace etiquette.

 Develop training materials, call scripts, standard operating procedures (SOPs), and customer interaction guidelines.

 Conduct role-plays, mock calls, practical demonstrations, and refresher training sessions.

 Identify individual skill gaps and implement appropriate coaching and improvement plans.

 Evaluate training effectiveness through assessments, feedback, and performance reviews.

B. Tele-calling Team Development

 Train telecallers on call opening, customer engagement, lead qualification, follow-ups,

appointment scheduling, and objection handling.

 Monitor recorded or live calls, wherever permitted, and provide constructive feedback.

 Ensure adherence to approved call scripts, communication standards, and follow-up processes.

 Improve call quality, lead conversion, customer engagement, and appointment confirmation rates.





 Coordinate with the telecalling team leader and operations team to address performance gaps.

C. Reception & Front Office Excellence

 Train reception staff in professional greetings, visitor management, telephone handling,

appointment coordination, and enquiry management.

 Ensure a professional and welcoming experience for visitors and customers.

 Establish standards for customer interaction, complaint handling, and internal coordination.

 Ensure front office staff follow the organization's service protocols, grooming standards, and skilled conduct guidelines.

 Conduct regular observations and provide feedback to maintain consistent service quality.

D. Customer Experience & Quality Assurance

 Establish and maintain customer service standards across telecalling and reception operations.

 Monitor customer interactions and identify opportunities to improve service quality.

 Review customer feedback, complaints, and recurring service issues.

 Recommend corrective actions and process improvements to enhance customer satisfaction.

 Ensure consistent communication, accurate information sharing, and timely customer follow-ups.

 Work with relevant departments to resolve customer experience issues.

E. Performance Monitoring & Reporting





 Define and track training and customer service performance indicators.

 Conduct periodic evaluations of employee communication, call quality, and customer-handling skills.

 Prepare monthly training calendars, assessment reports, and performance improvement plans.

 Maintain training attendance, evaluation records, and quality audit reports.

 Share performance insights and improvement recommendations with management.

 Support onboarding and ongoing capability development for customer-facing employees.

F. Coordination & Process Improvement

 Coordinate with HR, Operations, Sales, and other relevant departments to identify training needs.

 Develop and update SOPs for telecalling and front office activities.

 Promote a customer-first culture, professional communication, and accountability.

 Support management in implementing initiatives to improve operational efficiency and customer satisfaction.

1. Key Performance Indicators (KPIs)

 Improvement in telecalling quality and customer communication.  Improvement in lead follow-up effectiveness and conversion rates, where applicable.

 Customer satisfaction and feedback scores.

 Reduction in customer complaints and service-related errors.

 Reception service quality and adherence to front office standards.

 Employee training completion and assessment scores.

 Improvement in employee performance following training.

 Compliance with approved SOPs and customer service

Pay: From ₹40,000.00 per month

Ability to commute/relocate

- Calicut, Kerala: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person

📌 CUSTOMER CARE HEAD (Kozhikode)
🏢 AMEND DENTAL CENTRE
📍 Kozhikode