Trainer – Customer Experience

4 days ago

Kolkata metropolitan area West Bengal, India Crizac Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Company Description:-

Crizac Ltd is a leading education platform offering international student recruitment solutions to institutions in the United Kingdom, Canada, Republic of Ireland, Australia, and New Zealand. Established in 2011, Crizac aims to bridge the gap between a vast network of agents and global universities. Our platform enables agents to expand their connections with international institutions, building a profitable and sustainable business network. We simplify the application and admission procedures by bringing our channel partners and institutions together on one platform.

Position Details:-

Location
: Crizac Limited, Kolkata, West Bengal, India

Position Type
: Full-time, On-site

Experience Level
: Intermediate to Senior (7–12 years)

Industry
: International Education

Role Brief
:-

The Trainer will be responsible for designing and delivering training programs that improve behavioral, experiential, and response quality of Crizac employees working in customer support and engagement roles. This includes on-boarding training, refresher programs, quality monitoring, and continuous skill enhancement aligned with our SLAs and customer experience playbook.

Key Responsibilities
:-

  • Develop structured training modules covering behavioral skills, communication etiquette, empathy, conflict management, and customer handling.

  • Deliver training on specific processes for Chat and Call support.

  • Conduct induction training for new employees and refresher training for existing teams.

  • Train employees on tone, clarity, cultural sensitivity, and problem-resolution techniques.

  • Ensure Crizac employees maintain consistency and professionalism when interacting with agents and other external parties.

  • Work closely with operations leads to align training content with SLAs, AHTs, and escalation protocols.

  • Integrate data-driven feedback from Power BI reports into training improvements.

  • Design quick reaction training interventions if issues like rudeness, incorrect answers, or delays are identified.

  • Shadow calls, WhatsApp interactions, and email exchanges to assess quality and identify training gaps.

  • Provide structured feedback to employees and managers on observed behaviors.

  • Create a continuous improvement loop by tracking training effectiveness against CX metrics.

  • Partner with leadership to ensure training supports broader CX goals.

  • Regularly report on training outcomes, improvements in SLAs, and employee readiness.

  • Suggest process or tool improvements based on observed training needs.

Key Skills and Competencies:-

  • Strong background in customer support training, call center training, or CX coaching (7–12 years).

  • Proven expertise in behavioral and soft-skills training — empathy, handling objections, tone, and response structuring.

  • Familiarity with support metrics (SLA, AHT, CSAT, FCR) and how training impacts them.

  • Experience with multi-channel support environments (phone, WhatsApp, email).

  • Excellent communication and facilitation skills.

  • Strong analytical mindset to use data/feedback to refine training programs.

  • Ability to influence employees across levels and instill accountability.

Preferred Qualifications:-

  • Bachelor's degree required (Master's preferred).

  • Professional certifications in Training & Development, Customer Service, or Coaching will be an advantage.

  • Experience in the education sector, BPOs, or multinational support environments is desirable.

Candidate Requirements:-

~Candidate must be presentable and maintain a professional demeanor.

~Candidate must have good communication skills.

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