Customer Service Trainer

About the Role

We are looking for a proactive and experienced Customer Service Trainer to train and develop customer service executives in an e-commerce environment.

Key Responsibilities

• Conduct induction and onboarding training for new customer service executives.
• Deliver refresher training on e-commerce processes, policies, products, and customer service standards.
• Train employees on handling customer queries related to orders, deliveries, returns, refunds, cancellations, and escalations.
• Develop training materials, presentations, process documents, and knowledge assessments.
• Conduct mock calls, role-plays, and practical training sessions to improve communication and problem-solving skills.
• Monitor agent performance and identify training needs based on quality audits, customer feedback, and performance metrics.
• Collaborate with Quality Assurance (QA), Operations, and Team Leaders to improve team performance.
• Track training attendance, assessment scores, nesting performance, and training effectiveness.
• Conduct regular knowledge checks and provide coaching to underperforming employees.
• Ensure employees follow company policies, standard operating procedures (SOPs), and customer experience guidelines.

Requirements & Tech Stack

• Strong verbal and written communication skills.
• Good knowledge of customer service processes, complaint handling, and escalation management.
• Experience in conducting classroom training and preparing training reports.
• Basic knowledge of MS Excel, PowerPoint, and training documentation.
• Strong presentation, facilitation, coaching, and interpersonal skills.
• Ability to manage multiple training batches and work in a fast-paced environment.

Qualifications

• Graduate in any discipline; relevant experience may be considered.
• Prior experience as a Customer Service Trainer, Process Trainer, or Customer Support Executive in an e-commerce or customer service environment.
• Experience in e-commerce customer support, preferably handling order management, logistics, returns, refunds, and cancellations.
• Familiarity with CRM tools, ticketing systems, call quality metrics, CSAT, AHT, and FCR.
• Experience in new-hire training, refresher sessions, and performance improvement initiatives.

Work Location & Requirements

• Location: Gurugram (GGN), Haryana.
• Work Mode: Work from Office (WFO).
• Candidates should be comfortable working in a fast-paced e-commerce operations environment.
• Flexibility to work in rotational shifts, if required by business operations.