Location: Gurugram (GGN), Haryana Work Mode: Work from Office (WFO) Industry: E-commerce Department: Customer Experience / Training Employment Type: Full-time
Job Summary
We are looking for a proactive and experienced Customer Service Trainer to train and develop customer service executives in an e-commerce environment. The ideal candidate will be responsible for delivering training programs, improving customer interaction skills, ensuring process adherence, and enhancing overall customer satisfaction.
Key Responsibilities
Conduct induction and onboarding training for new customer service executives.
Deliver refresher training on e-commerce processes, policies, products, and customer service standards.
Train employees on handling customer queries related to orders, deliveries, returns, refunds, cancellations, and escalations.
Develop training materials, presentations, process documents, and knowledge assessments.
Conduct mock calls, role-plays, and practical training sessions to improve communication and problem-solving skills.
Monitor agent performance and identify training needs based on quality audits, customer feedback, and performance metrics.
Collaborate with Quality Assurance (QA), Operations, and Team Leaders to improve team performance.
Track training attendance, assessment scores, nesting performance, and training effectiveness.
Conduct regular knowledge checks and provide coaching to underperforming employees.
Ensure employees follow company policies, standard operating procedures (SOPs), and customer experience guidelines.
Required Skills & Qualifications
Graduate in any discipline; relevant experience may be considered.
Prior experience as a Customer Service Trainer, Process Trainer, or Customer Support Executive in an e-commerce or customer service environment.
Strong verbal and written communication skills.
Good knowledge of customer service processes, complaint handling, and escalation management.
Experience in conducting classroom training and preparing training reports.
Basic knowledge of MS Excel, PowerPoint, and training documentation.
Strong presentation, facilitation, coaching, and interpersonal skills.
Ability to manage multiple training batches and work in a fast-paced environment.
Preferred Experience
Experience in e-commerce customer support, preferably handling order management, logistics, returns, refunds, and cancellations.
Familiarity with CRM tools, ticketing systems, call quality metrics, CSAT, AHT, and FCR.
Experience in new-hire training, refresher sessions, and performance improvement initiatives.
Work Location & Requirements
Location: Gurugram (GGN), Haryana.
Work Mode: Work from Office (WFO).
Candidates should be comfortable working in a fast-paced e-commerce operations environment.
Flexibility to work in rotational shifts, if required by business operations.
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