Customer Care Executive - Trainer

Job Title: Customer Care Executive Trainer

Department: Training & Development / Customer Service
Reports To: Training Manager / Customer Service Manager
Location: Ranchi
Employment Type: Full-time

Job Summary:

We are seeking an experienced and enthusiastic Customer Care Executive Trainer to design, deliver, and evaluate training programs for our customer service teams. The ideal candidate will have strong communication and coaching skills, a solid background in customer service, and a passion for employee development. You will ensure our customer care executives are equipped with the knowledge, skills, and tools they need to deliver exceptional service and represent the company professionally.

Key Responsibilities:

• Design and deliver engaging training programs for new hires and existing customer care executives.
• Conduct needs assessments to identify skill gaps and training opportunities.
• Develop training materials, including manuals, scripts, presentations, e-learning modules, and job aids.
• Provide on-the-job coaching and feedback to improve agent performance.
• Conduct regular refresher training on products, policies, systems, and soft skills.
• Monitor and evaluate the effectiveness of training through assessments, feedback, and performance metrics.
• Collaborate with QA, HR, and Operations to align training programs with organizational goals.
• Maintain accurate records of training activities, attendance, and employee progress.
• Stay updated with the latest trends and best practices in customer service and adult learning.
• Help build a culture of continuous learning and service excellence.

Qualifications and Requirements:

• Bachelor's degree in Business, Communications, HR, or a related field (preferred).
• Minimum 2–5 years of experience in customer service and at least 1–2 years in a training or coaching role.
• Strong knowledge of customer service principles, practices, and systems.
• Excellent presentation, facilitation, and communication skills.
• Proficiency in using MS Office, e-learning platforms, and CRM systems.
• Ability to motivate and inspire learners with varying skill levels.
• Strong organizational and time-management skills.
• Patience, empathy, and a positive attitude.

Desirable Skills:

• Experience with call center operations or customer support in a BPO/KPO environment.
• Knowledge of adult learning principles and instructional design.
• Certification in training or coaching (e.g., Train the Trainer, Instructional Design, NLP) is a plus.
• Multilingual capabilities (if applicable).

Key Performance Indicators (KPIs):

• Training completion and assessment scores
• Improvement in customer satisfaction (CSAT) and first contact resolution (FCR) metrics
• Reduction in average handle time (AHT) or error rates post-training
• Employee feedback and training evaluation scores
• Retention and performance of trained employees

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Provident Fund

Work Location: In person