Senior Training Specialist

1 day ago

Nagpur, Maharashtra, India beBeeCustomer Full time ₹ 8,00,000 - ₹ 12,00,000

Customer Service Trainer

About our role:

We're building an ecosystem of digital products and services that power everyday life across the region.

We want to redefine what technology can do in this region, and we're looking for a Customer Service Trainer who can help us move even faster.

The team has some of the fastest, smartest, and hardest-working people you'll encounter. We drive major missions forward with our young, aggressive, and talented team.

Our Customer Service Trainer will be responsible for:

  • Developing process notes and training content, including workbooks and assessments
  • Conducting frequent TNA (trained need analysis) to understand knowledge gaps and design modules to address them
  • Training new hires and preparing them for their roles, owning critical KPIs for the first period
  • Identifying critical issues in processes and taking ownership of bridging the gap
  • Developing individual improvement plans and training non-performers
  • Frequently auditing customer interactions, finding patterns of agent mistakes, and developing short training materials to directly address key issues
  • Owning knowledge transfer of new processes, ensuring every employee understands the new process or any changes
  • Rolling out process changes and related communications
  • Managing the Knowledge Base, reviewing and developing KB, and ensuring it's always relevant
  • Improving overall CSAT score

A successful Customer Service Trainer will have:

  • Proven experience in classroom, online, and blended training delivery of at least 4-5 years, with at least 2 years as a master trainer
  • Practical implementation experience of ADDIE and Kirkpatrick evaluation Models
  • Proficiency in Microsoft PowerPoint and Microsoft Word
  • Ability to give structured performance feedback to trainees both written and verbally
  • Experience working on cross-organizational projects that improved the customer experience
  • Strong problem-solving, communication, and team skills
  • Fluency in English (both written and spoken)
  • Ability to work in a fast-paced environment

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