Customer Service Trainer
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.