Customer Experience Trainer

6 days ago

Kolkata, India Ather Energy Full time

you’ll be our : Trainer - Sales

you’ll be based at : Kolkata, West Bengal, India (Zonal_Kolkata)

you’ll be Aligned with : Training Manager
- Sales

you’ll be A member of: Ownership Management

What will I be doing at Ather?

Providing Periodic training on verbal and customer-centric communication to the Retail sales team at RP & inhouse

Plan and execute New Hire training for all roles in the Retail sales team as per the defined learning journey

Provide need-based training to Sales and customer service post listening to calls and identifying areas of opportunity

Responsible for training efficacy, post training metrics like sales, conversion, CSAT,Quality scores, productivity etc.

Collect and analyze training feedback scores, assessment scores, throughput percentages, performance of customer-facing roles in the first quarter of their tenure, etc.

Conduct short bursts of refresher training for agents on the floor/partner at regular intervals

Participate in quality calibration process with the quality team

Share immediate feedback/ coaching

Support Content creation & Instructional Design activities for new and refresher training modules for customer-facing roles related to:
Product

Process

Tools & DMS

Behavioral concepts

Selling the Ather Way

Partner with the Team to gather training needs, refresher training input, and instructional design input. Collaborate with the Product team on updating Product modules for new and existing products.

Liaise with the Retail partner teams to understand areas of training need and challenges

Share regular updates with the team on any new policy/product/process changes

Participate in team huddles and provide updates on training activities scheduled

Motivate and encourage team performance

Support hiring of new team members in the Service Delivery team

What kind of experience & skills do I need for this role?

1-2 years of experience in handling customers

Retails sales experience

At least 6 months of experience in classroom training delivery

Excellent English communication, presentation, and facilitation skills

Knowledge of tools such as Google Suites, CRM, DMS

Coaching skills

Excellent communication skills in English and 1 Local language(Bengali or Oriya)

Some attributes that you bring to this role?

Must be a self-starter, well-organized, and able to manage multiple priorities with competing deadlines.

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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