Customer Service Trainer

Company Description

Trainer- Customer Service

Role Description

This is a full-time on-site role for a Customer Service Trainer located in Hyderabad. The Customer Service Trainer will be responsible for developing and delivering training programs for customer service staff, enhancing their skills to ensure customer satisfaction. Daily tasks include preparing training materials, conducting training sessions, evaluating trainees' performance, and continuously refining training programs to align with customer service standards.

Position

Qualification

Overall Experience

Location: Kolkata

Salary: 7to 9 LPA

Relevant Experience Breakup in terms of :

• 3-5 Years

• Min 1 year experience as a Trainer is a must

• Medical BPO experience will be an added advantage

Essential Hiring Skills

• Excellent communication skills –Grammar, Punctuation and Spellings (R, W, S)

• Experience in Order Management, Logistics, Contact center, MDM related process and delivering training to a team working in Medical environment

• Ensures achievement of all system, team and individual Customer and standards

• Manages Key performance indicators

• Maintain complete knowledge of all service tasks and programs, as well as system and products

• Responsible for administrative aspects including reporting

• Superior communication (oral, written), presentation, and interpersonal skills

• Demonstrated ability to develop and implement process enhancements and performance

• Ability to plan, prioritize, organize and communicate with Delivery organization

• Experienced in goal-setting (defining and prioritizing specific, driving objectives)

Technical skills

• Familiarity of MS office tools, outlook, internet

• Good knowledge of computer handling and applications (E.g. Salesforce, Oracle R12, MDM, Service Now etc.)

Behavioral Skills

• Highly self-motivated to deliver Training and maintain high standards in both quantity and quality

• High energy level and personal resilience

• Integrity and desire to comply with all legal and moral standards

• Service and quality oriented as well as customer focused

Responsibilities:

 Train agents on understand customer products, services and deliver training to the Agents

• Drive Mock sessions/role play to enhance agent skills

• Identify process pain points, run root cause analysis and recommend process improvement

• Coach and counsel agent wherever needed

• Document the training reports / trackers

• Report of Quality performance and reports during Training to gauge agents knowledge base

• Continuously contribute towards process improvement

• Responsible for working with the team members on their performance improvement plan and ensure the improvement basis the agreed timelines

Qualifications

• Strong Customer Service Training skills
• Excellent Interpersonal Skills and Communication abilities
• Ability to enhance Customer Satisfaction and successfully handle Customer Service interactions
• Outstanding written and verbal communication skills
• Experience in developing and implementing training programs
• Bachelor's degree in Business, Communications, or related field
• Proven ability to work independently and as part of a team

firdousnahid796@gmail.com