Trainer - Customer Service

2 days ago

Bengaluru, India Ather Energy Full time

Learning helps one identify their talent, goals, responsibilities, growth and development. A trainer facilitates these learnings to every new employee and also continuous learning opportunities. If you are excited to facilitate such engagements you have reached the right place.

At Ather, we take pride in ushering the Indian EV movement forward, and we continue to do this by building from scratch. The best part is that we’re just getting started. So, if you believe in taking moonshots, join us. Be the story.

You’ll be our
Trainer
- Customer service

You’ll be based at
IBC Knowledge Park, Bengaluru

You’ll be aligned with
Vaibhav Arora

You’ll be joining our
Training team-Operational excellence

What you’ll do at Ather
- Partner with the CS Operations team to improve customer-satisfaction ratings by:

- Providing periodic training on verbal and customer-centric communication
- Plan and execute New Hire training for all roles in the customer service team and for as per the defined learning journey
- Execute on the OJT training plan for new joiners Collect and share feedback on the OJT training plan with leaders and other CS trainers
- Provide need-based training to Service Delivery teams post listening to calls and identifying areas of opportunity
- Collect and analyze training feedback scores, assessment scores, pass 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 at regular intervals
- Participate in quality calibration process with the quality team
- Share immediate feedback/ coaching with the agent on the audited call
- Support Content creation & Instructional Design activities for new and refresher training modules for customer-facing roles related to:

- Product
- Process
- Tools & DMS
- Behavioral concepts

Here’s what we’re looking for
- Minimum 2 years experience as a trainer for customer service
- Excellent written and verbal communication skills
- Has worked with MS Office and Google studio
- Good training delivery skills

What you bring to Ather
- Graduate with minimum 4 years of experience. Should be from the customer service industry with at least a minimum of 2 years in the training field
- Auto industry experience would be an added advantage

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