Customer Service Trainer

3 weeks ago

Gurugram, India noon Full time

Job Title:
Trainer, Customer Service

Location:
Gurgaon, India

Reporting to:
Instructional Designer

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for a Trainer, Customer Service who can help us move even faster.

noon's mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

Responsibilities

  • Develop process notes and training content, including workbooks and assessments.
  • Conduct frequent TNA (trained need analysis) to understand the knowledge gap and design modules to address it.
  • Train all new hires, prepare them for the role, and own the responsibility of critical KPIs for the first 45 days (nesting period).
  • Identity critical issues in the process and take full ownership of bridging the gap
  • Develop individual improvement plans and train non-performers
  • Frequently audit customer interactions, find patterns of agent mistakes, and develop short training materials that directly address the key issues
  • Own the responsibility for knowledge transfer of any new process, ensure every employee understands the new process or any change in the process
  • Roll out process changes and related comms
  • Own KB (Knowledge Base), review and develop KB, and ensure it's always relevant.
  • Improve overall CSAT score

What You'll Need

  • Proven experience in the classroom, online, and blended training delivery of min 4-5 years out of which min 2 years as a master trainer.
  • Practical implementation experience of ADDIE and Kirkpatrick evaluation Models
  • Well-versed with Microsoft PowerPoint and Microsoft Word
  • Proficient in giving structured performance feedback to the trainees both written and verbal
  • Experience working on cross-organizational projects that directly or indirectly improved the customer experience.
  • Strong problem-solving, communication, and team skills
  • Fluent in English (both written and spoken)
  • Ability to work in a fast-paced environment

Who will excel?

  • We're looking for people with high standards, who understand that hard work matters.
  • You need to be relentlessly resourceful and operate with a deep bias for action.
  • We need people with the courage to be fiercely original.
  • noon is not for everyone; readiness to adapt, pivot, and learn is essential.

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