Customer Service Expert

19 hours ago

Bharatpur, Rajasthan, India beBeeCustomerService Full time ₹ 18,00,000 - ₹ 25,00,000

Job Title: Customer Service Trainer

About us:

We're a fast-paced organization driving major missions forward. Our mission is to deliver to every door every day.

What we do:

We build an ecosystem of digital products and services that power everyday life across the globe.

Your role:

You'll develop process notes and training content, conduct TNA (trained need analysis), train new hires, and own critical KPIs for the first 45 days.

Responsibilities:

  • Process development: Develop workbooks, assessments, and modules to address knowledge gaps.
  • TNA and module design: Conduct regular TNA to identify knowledge gaps and design modules to fill them.
  • New hire training: Train new hires and prepare them for their roles, owning critical KPIs for the first 45 days.
  • Issue identification and resolution: Identify critical issues in processes and take full ownership of bridging the gap.
  • Individual improvement plans: Develop individual improvement plans and train non-performers.
  • Audit and feedback: Frequently audit customer interactions, find patterns of agent mistakes, and develop short training materials to address key issues.
  • Knowledge transfer: Own the responsibility for knowledge transfer of any new process, ensuring all employees understand the new process or any changes.
  • Process roll-out: Roll out process changes and related communications.
  • Knowledge base management: Own the KB (Knowledge Base), review and develop it, and ensure it's always relevant.
  • CSAT score improvement: Improve overall CSAT score.

Required skills and qualifications:

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

Benefits:

We offer a dynamic work environment where high standards matter. We're looking for people who are relentlessly resourceful, operate with a deep bias for action, and have the courage to be fiercely original.

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