Customer Experience Trainer

2 weeks ago

Bengaluru, India Ather Energy Full time

you’ll be our : Customer Experience Trainer

you’ll be based at : IBC Knowledge Park, Bengaluru

you’ll be Aligned with : Customer Experience Training Manager

you’ll be A member of: Customer Experience team in Customer Service department

What will I be doing at Ather?
- Design the modules for and conduct short-burst refresher training for Relationship Managers in the Customer Service team, at regular intervals
- Improve customer-satisfaction ratings by providing training on business communication and thereby ensuring an increase in the Net Promoter scores
- Provide need-based training post listening to calls and identifying the areas of opportunity
- Continuously review training material and update obsolete concepts and processes
- Participate in team huddles and provide communication updates
- Responsible for building relationships and understanding the training needs of the Customer Service team and any other team as and when the need arises
- Collaborate with the Customer Service Quality team to obtain training needs. Conduct training needs analysis.
- Indulge in calibration process with the quality team
- Provide immediate feedback/ coaching for the agent on the audited call
- Share and update the teams regarding new process and policy changes through the creation of relevant training modules
- Create an OJT training plan to keep the team motivated and improve performance
- Support the hiring of CSEs & RMs
- Run customer engagement initiatives within Customer service in collaboration with the Team Leads

What kind of experience & skills do I need for this role?
- 1-2 years of experience in handling customer calls
- At least 6 months of experience in classroom training delivery
- Excellent English communication, presentation, and facilitation skills
- Knowledge of tools such as Google Suites, Jarvis, Knowlarity, OMS etc.

Some attributes that you bring to this role?
- Highly organized, detail-oriented, patient & action-oriented
- Strong skills in relationship building and interacting with people
- An ability to pursue goals, take action, and multitask changing priorities

What should I have graduated in?
- Any Graduation

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