Customer Service Trainer

Fusion CX

1 - 2 years

1 - 4 Lacs

howrah

Posted:-1 days ago| Platform:

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Skills Required

usage compliance customer satisfaction shaping compliance management training need analysis e-commerce customer service ms office recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

Conduct end-to-end training programs for new and existing Customer Service CSRs.
Deliver classroom and blended training sessions that enhance learner capabilities and add value to their business areas.
Conduct refresher sessions to improve and maintain the core skills of CSRs on the operations floor.
Prepare and design engaging training materials.
Generate and analyze training reports to assess effectiveness and identify areas for improvement as a Customer Service Trainer.
Train new CSRs in customer service skills, process knowledge, and product knowledge through core training sessions.
Respond to and resolve issues arising from interactions with operations teams.
Conduct regular meetings with different Lines of Business (LOBs) to ensure open communication and develop action plans to address issues or concerns.
Provide floor support as required by the process to ensure smooth operations.
Coordinate with various LOBs to prepare for Training Needs Analysis (TNA).
Provide feedback and conduct sessions as required.
Manage Business Quality Metrics (BQM) and ensure compliance during the nesting period.

Job Requirements

Essential skills and qualities of an E-Commerce Customer Service Trainer in Howrah:

Graduated in any field.
Minimum of 1-2 years of experience in the e-commerce process (documented).
Willingness to work 24 7 shifts and 6 days a week, with the flexibility to work varied schedules and shifts.
Excellent written, oral, and presentation skills.
Proficiency in MS Office products

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