Process Trainer

**Job description**
- Develop program specific and related training curriculum and modules for process and deliver training to new hires or existing staff to address their training needs as identified.
- Ensure all trainees understand and grasp the required concepts in customer service comprehensively and implement them in their work.
- Identify skill gaps and provide customized training on the company's customer service procedures and policies.
- Conduct regular quality checks by reading the chat conversations of the support team and ensure that Chat Consultants are interacting with customers in accordance with the company’s set guidelines.
- Schedule and conduct training sessions on various topics to prepare and support new employees as well as existing staff. This should include understanding the exact requirement of customers and providing them valid and reliable solutions in the best way possible, stressing the importance of empathy in conversations, handling emotional aspects of customer reactions, chat etiquette etc.
- Observe the daily operations of employees in customer support and identify any areas of improvement.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction in accordance with the expectations of the company.
- Strive to improve the companies’ level of customer service in line with service delivery agreements and KPIs.
- Work with management to discuss and implement various training methods and matrixes.

**Preferred Skills**
- Instructional proficiency with exceptional communication skills in English (verbal and written).
- Excellent knowledge of customer service best practices. Experience in handling customer service positions (non-voice) is a plus.
- Excellent interpersonal, time management and presentation skills.
- Must be good in MS Office packages especially MS Excel & Powerpoint.

Schedule:

- Day shift

Ability to commute/relocate:

- Kazhakuttam, Kerala: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Speak with the employer**
+91 7994673997