Customer Service Training Specialist

5 days ago

Pune, Maharashtra, India beBeeTrainer Full time ₹ 12,00,000 - ₹ 15,00,000

Job Title: Customer Service Trainer

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As a seasoned training professional, you will play a vital role in developing and delivering impactful training programs that drive exceptional customer service. Your expertise will help our organization enhance the skills of our agents, ensuring they provide top-notch support to our customers.

Responsibilities:

  • Develop and curate comprehensive training content, including workbooks and assessments, to equip agents with the necessary knowledge and skills to excel in their roles.
  • Conduct thorough Needs Analysis (NA) to identify gaps in agent knowledge and design targeted training modules to bridge these gaps.
  • Deliver high-quality training sessions to new hires, preparing them for success in their roles and empowering them to take ownership of critical Key Performance Indicators (KPIs) during their onboarding period.
  • Identify and address critical issues in our processes, taking full ownership of implementing solutions to bridge knowledge gaps.
  • Develop and implement individualized improvement plans and provide targeted training to non-performing agents.
  • Audit customer interactions regularly, identifying patterns of agent mistakes and developing concise training materials to address key issues.
  • Ensure seamless knowledge transfer of new processes and changes, guaranteeing all employees understand and can execute updated procedures.
  • Roll out process changes and related communications effectively.
  • Maintain and enhance our Knowledge Base (KB), reviewing and developing relevant content to ensure it remains current and valuable.
  • Drive improvements in our Customer Satisfaction (CSAT) scores through data-driven insights and strategic training initiatives.

Requirements:

  • Minimum 4-5 years of experience in classroom, online, and blended training delivery, with at least 2 years as a master trainer.
  • Practical application of ADDIE and Kirkpatrick evaluation models.
  • Proficiency in Microsoft PowerPoint and Microsoft Word.
  • Ability to provide structured performance feedback to trainees, both written and verbal.
  • Experience working on cross-functional projects that directly or indirectly improved the customer experience.
  • Strong problem-solving, communication, and team collaboration skills.
  • Fluency in English, both written and spoken.
  • Capacity to thrive in a fast-paced environment.

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