Customer Service Trainer – EdTech / BFSI

Role Overview:

We are seeking an experienced and energetic Customer Service Trainer with a strong background in delivering high-impact training programs, particularly within the EdTech or BFSI sectors. The ideal candidate will have hands-on experience in outbound calling, customer retention, marketing alignment, and delivering excellence in customer service.

This role is critical to enabling front-line teams to drive improved customer experiences, retention, and satisfaction.

Key Responsibilities:

• Design, develop, and deliver engaging training modules focused on customer service excellence, retention strategies, and outbound communication
• Conduct onboarding and refresher training for customer-facing teams
• Monitor and evaluate training effectiveness through assessments, call observations, and feedback loops
• Collaborate with business and operations teams to tailor training content based on new campaigns, customer insights, and product updates
• Provide coaching and performance feedback to team members to ensure consistent service quality
• Maintain training documentation, SOPs, and trackers
• Stay updated with customer behavior trends in EdTech and BFSI sectors to refine training programs accordingly

Required Skills & Experience:

• 3–6 years of experience in Customer Service Training, preferably in EdTech and/or BFSI
• Proven ability to train teams in outbound calling, customer retention, and objection handling
• Strong understanding of customer lifecycle management and service KPIs
• Excellent communication, presentation, and facilitation skills
• Ability to manage diverse learner groups and drive engagement
• Proficient with tools like MS Office, Zoom, Google Workspace; experience with LMS is a plus
• High energy, solution-oriented mindset, and a passion for customer success

Nice to Have:

• Certification in Training & Development (e.g., TTT, ISTD)
• Exposure to CRM systems and support tools (e.g., Freshdesk, Salesforce, Zoho)
• Understanding of sales funnels and marketing alignment in a service-led organization

Note:

• Candidates available to join immediately or within 15 days will be given preference
• This is a key role to shape the service culture and performance of customer-facing teams

Job Types: Full-time, Permanent

Pay: ₹162,781.22 - ₹750,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Application Question(s):

• Can you please share your experience in training teams on Outbound calling, Customer Retention, Marketing alignment, and overall Customer Service delivery?
• Could you please let me know your current salary, expected salary and Notice period

Language:

• English (Required)

Work Location: In person