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Customer Service Trainer

2 weeks ago

Bengaluru Karnataka, India ProTribe Global Private Limited Full time

**Role Overview**:
This role is critical to enabling front-line teams to drive improved customer experiences, retention, and satisfaction.

**Key Responsibilities**:

- Design, develop, and deliver engaging training modules focused on **customer service excellence**, **retention strategies**, and **outbound communication**:

- Conduct onboarding and refresher training for customer-facing teams
- Monitor and evaluate training effectiveness through assessments, call observations, and feedback loops
- Collaborate with business and operations teams to tailor training content based on new campaigns, customer insights, and product updates
- Provide coaching and performance feedback to team members to ensure consistent service quality
- Maintain training documentation, SOPs, and trackers
- Stay updated with customer behavior trends in EdTech and BFSI sectors to refine training programs accordingly

**Required Skills & Experience**:

- 3-6 years of experience in **Customer Service Training**, preferably in **EdTech** and/or **BFSI**:

- Proven ability to train teams in **outbound calling**, **customer retention**, and **objection handling**:

- Strong understanding of customer lifecycle management and service KPIs
- Excellent communication, presentation, and facilitation skills
- Ability to manage diverse learner groups and drive engagement
- Proficient with tools like MS Office, Zoom, Google Workspace; experience with LMS is a plus
- High energy, solution-oriented mindset, and a passion for customer success

**Nice to Have**:

- Certification in Training & Development (e.g., TTT, ISTD)
- Exposure to CRM systems and support tools (e.g., Freshdesk, Salesforce, Zoho)
- Understanding of sales funnels and marketing alignment in a service-led organization

**Note**:

- This is a **key role** to shape the service culture and performance of customer-facing teams

**Job Types**: Full-time, Permanent

Pay: ₹162,781.22 - ₹750,000.00 per year

**Benefits**:

- Health insurance
- Paid time off
- Provident Fund

Application Question(s):

- Can you please share your experience in training teams on Outbound calling, Customer Retention, Marketing alignment, and overall Customer Service delivery?
- Could you please let me know your current salary, expected salary and Notice period

**Language**:

- English (required)

Work Location: In person