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Customer Service Trainer

ConfidentialGurugram, Gurgaon / Gurugram, India

8 days ago

Job description

Job Title : Trainer, Customer Service

Location : Gurgaon, India

Reporting to : Instructional Designer

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for a Trainer, Customer Service who can help us move even faster.

noon's mission : Every door, every day.

What you&aposll do :

Team noon has some of the fastest, smartest, and hardest-working people we&aposve encountered. With a young, aggressive, and talented team, we&aposre driving major missions forward.

Responsibilities

Develop process notes and training content, including workbooks and assessments.
Conduct frequent TNA (trained need analysis) to understand the knowledge gap and design modules to address it.
Train all new hires, prepare them for the role, and own the responsibility of critical KPIs for the first 45 days (nesting period).
Identity critical issues in the process and take full ownership of bridging the gap
Develop individual improvement plans and train non-performers
Frequently audit customer interactions, find patterns of agent mistakes, and develop short training materials that directly address the key issues
Own the responsibility for knowledge transfer of any new process, ensure every employee understands the new process or any change in the process
Roll out process changes and related comms
Own KB (Knowledge Base), review and develop KB, and ensure it's always relevant.
Improve overall CSAT score

What You'll Need

Proven experience in the classroom, online, and blended training delivery of min 4-5 years out of which min 2 years as a master trainer.

Practical implementation experience of ADDIE and Kirkpatrick evaluation Models

Well-versed with Microsoft PowerPoint and Microsoft Word

Proficient in giving structured performance feedback to the trainees both written and verbal

Experience working on cross-organizational projects that directly or indirectly improved the customer experience.

Strong problem-solving, communication, and team skills

Fluent in English (both written and spoken)

Ability to work in a fast-paced environment

Who will excel

We're looking for people with high standards, who understand that hard work matters.

You need to be relentlessly resourceful and operate with a deep bias for action.

We need people with the courage to be fiercely original.

noon is not for everyone; readiness to adapt, pivot, and learn is essential.

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Skills Required

Microsoft Powerpoint, Microsoft Word, addie

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Customer Service • Gurugram, Gurgaon / Gurugram, India