Effective Customer Service Trainer Wanted

9 hours ago

Thrissur, Kerala, India beBeeCustomer Full time ₹ 6,78,000 - ₹ 10,71,000
Job Description

We are seeking a skilled Customer Service Training Specialist to join our team. As a key member of our training department, you will play a crucial role in developing and delivering comprehensive training programs for customer service representatives.

The ideal candidate will have a strong background in adult education, with experience in designing and delivering effective training solutions. They will possess excellent communication and interpersonal skills, with the ability to engage and motivate learners at all levels.

Responsibilities will include:

  • Developing process notes and training content, including workbooks and assessments.
  • Conducting regular Training Needs Analysis (TNA) to identify knowledge gaps and design targeted training modules.
  • Training new hires, preparing them for their roles, and owning critical Key Performance Indicators (KPIs) during the onboarding period.
  • Identifying critical issues in processes and taking ownership of bridging the gap.
  • Developing individual improvement plans and providing coaching to non-performers.
  • Auditing customer interactions, identifying patterns of agent mistakes, and creating short training materials to address key issues.
  • Owning knowledge transfer of any new process, ensuring all employees understand new processes or changes.
  • Rolling out process changes and related communications.
  • Managing the Knowledge Base (KB), reviewing and updating KB content, and ensuring it remains relevant.
  • Improving overall Customer Satisfaction (CSAT) scores.

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