Customer Service Trainer

Position Title - Customer Service Trainer

Department - Training

Location - Mumbai

Reporting To - Training Manager

Employment Type - Full-Time

Job Summary

We are looking for an experienced and dynamic Customer Service Trainer to design, deliver, and manage training programs for customer service teams. The role involves improving agent performance through effective onboarding, process training, product knowledge sessions, soft skills development, and continuous coaching.

The ideal candidate should have strong communication skills, training expertise, process understanding, and the ability to enhance team productivity and customer satisfaction.

Key Responsibilities

Training Delivery

* Conduct new hire onboarding and induction training for customer service agents

* Deliver process, product, and system training sessions

* Facilitate soft skills, communication, customer handling, and objection management training

* Conduct refresher training sessions based on quality gaps and performance trends

* Train agents on SOPs, compliance, escalation handling, and service excellence standards

Performance Improvement

* Identify training needs through audits, QA feedback, and performance reports

* Work closely with Operations, QA, and Team Leaders to improve agent productivity

* Conduct coaching sessions for underperforming agents

* Support floor interventions and real-time knowledge reinforcement

Content Development

* Prepare training modules, presentations, SOPs, assessments, and certification tests

* Update training content based on process changes and business requirements

* Create learning aids such as quick reference guides, FAQs, and decision trees

Reporting & Governance

* Maintain training trackers, attendance records, and certification reports

* Measure training effectiveness using post-training performance analysis

* Share regular training reports with stakeholders

* Ensure adherence to training calendars and compliance standards

Required Skills

* Excellent verbal and written communication skills

* Strong presentation and facilitation abilities

* Good understanding of customer service operations

* Knowledge of quality parameters, CSAT, AHT, FCR, and customer handling standards

* Strong coaching and mentoring skills

* Proficiency in MS Excel, PowerPoint, and reporting tools

* Ability to work in a fast-paced operational environment

Preferred Qualifications

* Graduate in any discipline (Postgraduate preferred)

* 25 years of experience in Customer Service Training / BPO Training / Contact Center Training

* Prior experience in voice, non-voice, chat, or blended process training preferred

* Experience in telesales or service process training is an added advantage

Key Performance Indicators (KPIs)

* Training Throughput

* New Hire Certification Scores

* Post-Training Performance Improvement

* Reduction in Error Rates

* Improvement in CSAT / Quality Scores

* Refresher Training Effectiveness

* Attrition Reduction through Better Onboarding

Preferred Candidate Profile

* Self-motivated and result-oriented

* Strong stakeholder management skills

* High ownership and accountability

* Ability to influence and drive behavioral change

* Strong analytical and problem-solving mindset