Customer Service Trainer

1 day ago

Gurgaon, Haryana, India noon Full time
Job Description

Job Title: Trainer, Customer Service

Location: Gurgaon, India

Reporting to: Instructional Designer

About noon

Were building an ecosystem of digital products and services that power everyday life across the Middle Eastfast, 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 were looking for a Trainer, Customer Service who can help us move even faster.

noons mission: Every door, every day.

What you&aposll do:

Team noon has some of the fastest, smartest, and hardest-working people we&aposve encountered. With a young, aggressive, and talented team, we&aposre 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 its always relevant.
- Improve overall CSAT score

What Youll 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

- Were 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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