Trainer

Job Description

About the role We are looking for a Customer Support Trainer to ensure reaching productivity that meets job standards, while working with speed and accuracy. Answer queries about the product or the company. Responding in a timely and effective manner to all internal communication. What You will do Facilitate training sessions that are aimed at ensuring the best customer experiences while engaging a variety of learning styles. Monitor KPIs for CX performance goals and CSAT engagement to develop continuous refresh trainings that drive improvements to support team performance. Ensure you're up to date with current policies, processes, and best practices for all CX inbound workstreams. Work closely with L&D, CX Support, Quality, and Ops; and our call center partner to ensure training materials are up-to-date and reflective of CX best practices. Work closely with CX leaders to appropriately schedule trainings for the CX Support teams. Deliver real time feedback to current new hires and lead weekly 1:1s to ensure that they meet minimum performance standards; monitor attendance and behavior, and address issues if they arise. Become an expert in effective training delivery, engaging a room, and inspiring learning. Create and encourage a collaborative, positive atmosphere for learning. Execute dynamic learning activities, working on a 1:1 and group level to ensure effectiveness. Travel occasionally throughout the year to support training. What you will need Experience of more than 4 years as a Customer Support Trainer. Experience of working in a Fintech company will be an added advantage. Excellent communication and problem-solving skills. Multi-tasking abilities. Experience in handling a team size of 10. The candidate should possess excellent oral and written communication skills. Should be expertized in handling escalations and provide the right solution. Show more Show less