Job Description

Customer Experience & Direct Channel Trainer at Orange Liberia

Company: Orange Liberia
Location: 16 Street Sinkor, Monrovia, Liberia
Job Type: Contractor
Industry: Telecommunications, Customer Service, Training & Development
Salary: Negotiable

About Orange Liberia

Orange Liberia is one of the country’s leading telecommunications providers, delivering innovative mobile, internet, and digital solutions to individuals and businesses. The company is committed to enhancing customer satisfaction and operational excellence through continuous staff development and service innovation.

Professionals searching for jobs in Liberia, customer service jobs in Monrovia, and telecom jobs in Liberia can also explore opportunities through Customer Experience Trainer Job in Liberia.

Position Overview

Orange Liberia is seeking an experienced Customer Experience & Direct Channel Trainer to design, implement, and evaluate training programs that improve service quality, customer satisfaction, sales performance, and operational compliance across retail stores and call center operations.

This opportunity is ideal for candidates interested in trainer jobs in Liberia, customer experience manager jobs, call center trainer jobs, and telecommunications careers in Monrovia.

Key Responsibilities

Training Design and Delivery

• Develop and deliver customer service training programs.
• Conduct onboarding and refresher training sessions.
• Facilitate product knowledge workshops.
• Train employees on sales techniques and customer engagement strategies.
• Deliver POS system and operational procedure training.
• Support rollout of new products, campaigns, and service offerings.

Professionals seeking training specialist jobs in Liberia, learning and development jobs, and corporate trainer jobs in Africa will find this role rewarding.

Customer Experience Improvement

• Strengthen complaint handling procedures.
• Improve service recovery processes.
• Promote customer-centric service standards.
• Enhance customer journey management initiatives.
• Support improvements in customer satisfaction metrics.

Candidates interested in customer experience jobs in Liberia, customer care jobs in Monrovia, and service quality jobs in Africa are encouraged to apply.

For regional career opportunities including jobs in Algiers, customer service jobs in Algeria, and training jobs in North Africa, visit Customer Experience Trainer Job in Algeria.

Coaching and Performance Development

• Conduct field coaching and mentoring sessions.
• Monitor customer interactions and service delivery.
• Identify skills gaps and performance challenges.
• Improve First Call Resolution (FCR) rates.
• Support sales conversion improvement initiatives.
• Reduce operational errors and revenue leakage.

Call Center Operations Support

• Monitor call quality and customer interactions.
• Improve Average Handling Time (AHT).
• Ensure adherence to scripts and service standards.
• Support quality assurance programs.
• Enhance operational efficiency across customer channels.

Professionals searching for call center jobs in Liberia, contact center trainer jobs, and telecom customer support jobs can benefit from this career opportunity.

Monitoring and Reporting

• Track training attendance and completion records.
• Analyze training effectiveness and KPI performance.
• Prepare monthly and quarterly training reports.
• Recommend corrective actions and improvement plans.
• Monitor operational impact of training interventions.

Key Performance Indicators (KPIs)

The successful candidate will contribute to:

• Improved Customer Satisfaction Scores (CSAT)
• Higher First Call Resolution (FCR) rates
• Increased Sales Conversion Rates
• Growth in Direct Channel Revenue
• Reduced Revenue Leakage
• Enhanced Service Quality Standards

Education Requirements

Applicants should possess:

• Bachelor’s Degree in Business Administration
• Bachelor’s Degree in Marketing
• Bachelor’s Degree in Human Resource Management
• Or a related discipline

Candidates pursuing business administration jobs in Liberia, marketing jobs in Monrovia, and HR jobs in Liberia are encouraged to apply.

Experience Requirements

Applicants should have:

• Minimum 5 years of experience in customer service, retail operations, telecommunications, or call center environments.
• Proven experience delivering training programs.
• Experience coaching frontline teams.
• Experience improving customer experience metrics.
• Experience managing service quality initiatives.

Preferred Skills and Competencies

Professional Competencies

• Customer Experience Management
• Training Facilitation
• Retail Operations Management
• Call Center Operations
• Performance Coaching
• Sales Development
• KPI Analysis
• Service Quality Improvement
• Stakeholder Management
• Team Development

Technical Skills

• Microsoft Office Suite
• Performance Reporting Tools
• CRM Systems
• Learning Management Systems
• Customer Feedback Analysis

Candidates interested in telecommunications jobs in Luanda, customer service careers in Angola, and training specialist jobs in Angola may also explore opportunities via Customer Experience Trainer Job in Angola.

Training and Career Development

Orange Liberia offers continuous professional development through:

• Leadership development programs
• Customer experience certifications
• Sales and retail excellence workshops
• Call center quality management training
• Coaching and mentoring programs
• Product and service knowledge enhancement

Professionals seeking graduate training jobs in Africa, corporate training careers, and learning and development opportunities will benefit from this structured environment.

Salary and Benefits

Salary: Negotiable based on qualifications and experience.

Additional benefits may include:

• Professional development opportunities
• Industry-specific certifications
• Career progression pathways
• Exposure to regional telecommunications projects
• Performance-based recognition programs

For candidates exploring jobs in Addis Ababa, customer experience jobs in Ethiopia, and telecommunications jobs in East Africa, additional vacancies can be found at Customer Experience Trainer Job in Ethiopia.

Why Join Orange Liberia?

• Work with one of Liberia’s leading telecommunications companies.
• Influence customer experience strategy at a national level.
• Develop frontline teams and service excellence initiatives.
• Gain exposure to modern retail and call center operations.
• Build a rewarding career within a growing telecommunications environment.

Application Process

Interested applicants should submit:

• Application Letter
• Updated Curriculum Vitae (CV)
• Copies of Academic Qualifications
• Relevant Professional Certificates

Applications should be submitted via email before the closing date.

Please Note:

• Only shortlisted candidates will be contacted.
• Female candidates are strongly encouraged to apply.