Process Trainer

2 weeks ago

Bengaluru, India Ninjacart Full time

**About Ninjacart**

Ninjacart is India's leading agri-platform, which leverages technology and data to organize the agri-commerce ecosystem. Over the last 6 years, our made-for-India technology and India-centric solutions have disrupted the way fruits and vegetables move from farms to consumers’ plates. We empower farmers and other players in the ecosystem in ways never done before.

Ninjacart aims to be the digital network for global agri commerce that solves structural problems such as information asymmetry, payment hassles, distribution inefficiency, and discovering new buyers and sellers with tech-first solutions.

Ninjacart has raised over $350mn from Walmart Group, Tiger Global, Accel US, Accel India, Syngenta, and others. We are one of the top 25 startups to work for, according to LinkedIn.

We are a highly motivated, results driven community, who focus on proactive approaches to problem solving. We cherish entrepreneurial spirit and provide significant operating autonomy to all. There are ample opportunities and challenges to be solved at scale and in real-time.

**Job location: Bangalore, KA, IN About Team**

At Ninjacart, people are what matter the most. As part of the customer experience team, we represent the voice of Ninjacart customers. The team works with all functions (Supply Chain, Category, Technology, Marketing, Finance, Operations, etc.) to ensure sustained performance across the customer journey

We are looking to double down and amplify our customers’ successes and seek Quality Analyst, reporting to Team Lead of T&Q to advance our goal of delivering exceptional experience across our customers’ end-to-end journey.

**Job brief**

A Customer Service Trainer to educate our support, sales and customer service teams by conducting seminars and interactive courses. Customer Service Trainer responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for new hires and refresher training. Ultimately, we should make sure our customer service representatives develop their skills and successfully address training needs.

**Process Trainer Responsibilities**:
Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.

Preparing procedures and policies regarding sales techniques and appropriate agent conduct.

Scheduling and conducting training sessions on various call center topics to prepare and support new employees.

Training experienced employees on new or updated call center procedures to improve their performance.

Meet weekly/monthly Production login targets

Observing the daily operations of call center employees and identifying any areas of improvement.

Liaising with team leaders and managers to conduct on-the-job coaching.

Measuring the effectiveness of training sessions and preparing individual or team progress reports.

Creating and managing the training budget.

Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

**Process Trainer Requirements**:
Excellent knowledge of process and customer service best practices.

Strong teaching abilities and mentoring skills.

Good communication, interpersonal, and conflict resolution skills.

Ability to provide leadership to personnel in a fast-paced and stressful work environment.

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