Process Trainer

Role Overview:

The Trainer for E- Commerce will be responsible for designing, delivering, and evaluating training programs aimed at equipping trainees with the skills to effectively manage customer queries and any escalations via phone and Chat platforms.

• Training development:
• Design and Develop Training Modules focused on handling E commerce - CS queries.
• Create interactive and practical training sessions, including role-playing scenarios, case studies, and mock calls, etc to do with objection handling exercises.
• Review Existing Training Materials and Identify need for updating the same.
• Should be able to create new content as and when necessary
• Trainers must be able to draft, review and edit call responses and chat responses as per TCDs

Training Delivery:

• Conduct training sessions for New Hires and Existing employees to enhance their Verbal and Non Verbal and problem-solving skills
• Facilitate trainees on Vertical/business specific -Product and Process; tools and platforms used
• Focus on building empathy, professionalism, and customer- centric approaches during interactions
• Trainers must be able to draft, review and edit call responses and chat responses as per TCDs

Evaluation and Feedback:

• Assess the effectiveness of training programs through feedback, performance metrics, post training assessments
• Provide constructive feedback to trainees and suggest areas for improvement
• Monitor trainee performance in live environments and offer on the job coaching

Process Improvement:

• Collaborate with quality team to identify recurring issues and recommend process improvements
• Develop standardized templates and responses for Top TCDs
• Ensure compliance with Process policies and guidelines during delivery
• Conduct Audits and Identify issues to address and fix them at all phases with remediation plan and action charts
• Process transactions for self-development and to stay up to date with the process

Reporting and Documentation:

• Maintain detailed records of training sessions, attendance and trainee performance – Phase wise until Handover
• Preparation of Training Plans, and relevant Training reports and Dashboards.

Qualification:

• Familiarity with E commerce CS – process, procedure and escalations management is a plus
• Proven experience as a trainer (2 years +), preferably in E- Commerce Voice or Nonvoice Customer Service
• Ability to handle sensitive situations with empathy and professionalism
• Knowledge of conflict resolution techniques and customer service best practices
• Must be proficient with Microsoft Office Suite (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook)
• Graduate in any stream
• Ability to work in multiple shifts
• Agile and flexible to adapt to business requirements
• Proven experience as a trainer (2 years +), preferably in E- Commerce Voice or Nonvoice Customer Service.

Job Type: Full-time

Pay: ₹25,000.00 - ₹37,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Life insurance
• Provident Fund

Work Location: In person