Vacancy title:
Customer Experience Trainer
Employment type: Full time, Industry: Professional Services, Category: Education, Business Operations, Customer Service
Jobs at:
Savanna Fibre Uganda
Deadline of this Job:
Thursday, October 29 2026
Duty Station:
Kampala | Kampala
Summary
Date Posted: Thursday, October 22 2026, Base Salary: Not Disclosed
JOB DETAILS:
Savanna Fibre is seeking a Customer Experience Trainer to design, deliver, and evaluate training programs that enhance the knowledge, skills, and performance of Customer Experience staff. The role involves driving operational excellence through structured onboarding, continuous learning, rapid coaching, product and process training, and performance improvement initiatives to enhance customer satisfaction, service resolution, retention, revenue recovery, and operational efficiency.
Key Responsibilities:
- Training Needs Analysis and Planning: Identify training gaps using quality assurance reports, customer complaints, operational KPIs, call evaluations, and supervisor feedback. Develop and maintain a structured monthly training calendar. Conduct training needs assessments and prioritize training interventions.
- Staff Onboarding and Product Knowledge: Develop and deliver onboarding programs. Train staff on Savanna Fibre products, packages, pricing, promotions, billing, payments, renewals, account management, and service activation. Ensure understanding of 4G and FTTH services, troubleshooting, and escalation paths. Train on customer lifecycle management. Assess staff competency.
- Technical Support and Process Training: Train teams on troubleshooting procedures, ticket management, escalation protocols, and customer follow-up. Reinforce compliance with service request workflows, ticket ownership, closure codes, and communication standards. Ensure understanding of outage management, service downtime communication, compensation policies, and billing-related escalations. Train on package upgrades, downgrades, and migration workflows. Collaborate with other departments to ensure training materials are current.
- Quality Assurance and Rapid Coaching: Collaborate with Quality Assurance to identify quality failures and translate them into training. Conduct call listening, side-by-side coaching, role-plays, and practical assessments. Implement rapid coaching for agents with repeated errors. Coach staff on probing, active listening, empathy, objection handling, ownership, first-contact resolution, and call control. Track coaching actions and verify improvement.
- Retention and Customer Value Chain Enablement: Train agents on retention techniques, objection handling, churn prevention, and win-back strategies. Equip staff to identify reasons for inactivity, non-payment, and dissatisfaction. Train teams to explain packages and offers accurately. Support campaign launches by preparing agents. Monitor campaign performance and recommend refresher training.
- Performance Management and Continuous Improvement: Analyze agent and team performance to identify knowledge gaps. Develop performance improvement plans. Conduct periodic competency assessments and maintain training records. Participate in calibration sessions. Recommend updates to training content.
- Training Documentation and Reporting: Develop and maintain training manuals, SOPs, presentations, job aids, FAQs, assessment tools, and coaching guides. Maintain attendance records, assessment results, and training completion records. Submit weekly and monthly reports. Measure training effectiveness. Ensure training materials are version-controlled.
Work Hours: 8
Experience in Months: 12
Level of Education: bachelor degree
Job application procedure
Interested candidates are invited to apply via the company's careers portal.
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