Customer Service Trainer

Job description

• Conduct end-to-end training programs for new and existing Customer Service CSRs.
• Deliver classroom and blended training sessions that enhance learner capabilities and add value to their business areas.
• Conduct refresher sessions to improve and maintain the core skills of CSRs on the operations floor.
• Prepare and design engaging training materials.
• Generate and analyze training reports to assess effectiveness and identify areas for improvement as a Customer Service Trainer.
• Train new CSRs in customer service skills, process knowledge, and product knowledge through core training sessions.
• Respond to and resolve issues arising from interactions with operations teams.
• Conduct regular meetings with different Lines of Business (LOBs) to ensure open communication and develop action plans to address issues or concerns.
• Provide floor support as required by the process to ensure smooth operations.
• Coordinate with various LOBs to prepare for Training Needs Analysis (TNA).
• Provide feedback and conduct sessions as per the requirements.
• Manage Business Quality Metrics (BQM) and ensure compliance during the nesting period.

Skills Required

Service Industry, Bengali, Retail, Outbound, e-commerce