Assistant Manager- German Trainer

EXL is hiring for German Trainer (Assistant Manager) at Gurgaon location.

Experience- 4+ years

Education- Graduation + C1/ C2 certification mandatory

About the Role

We are looking for a highly skilled German Language Trainer to support our team in enhancing their German language proficiency, especially in customer communication through email and occasional outbound calls. The trainer will play a crucial role not only in teaching language skills, but also in building strong communication etiquette, empathetic responses, and customer trust.

Key Responsibilities

1. Language Training & Coaching

• Conduct regular German language training sessions (grammar, vocabulary, writing, and speaking) for team members.
• Improve the team's German email communication, focusing on clarity, tone, etiquette, empathy, and professionalism.
• Provide constructive feedback and coaching to develop confident customer communication.

2. Communication Quality & Support

• Support the team in handling customer queries and emails with high-quality written German communication.
• Offer consultative guidance on crafting effective and empathetic email responses.
• Assist with translation and interpretation when needed, ensuring contextual accuracy.

3. Customer Interaction & Service Recovery

• Handle escalated customer dissatisfaction cases by making outbound calls in German.
• Listen to customer concerns, demonstrate empathy, and ensure corrective actions are communicated clearly.
• Support service recovery by ensuring customers feel heard, respected, and valued.

4. Quality Monitoring & Calibration

• Conduct sample audits of agent emails and communications to identify gaps and improvement areas.
• Participate in calibration sessions with quality teams and operations.
• Run mock email exercises and provide coaching to reinforce learning.

Requirements

• German Language Certification: C1/C2 (Mandatory) Goethe, SD, TestDaF, or equivalent.
• Minimum 2 years of experience as a German trainer, language coach, or corporate language specialist.
• Strong understanding of customer service practices, especially in email communication.
• Excellent interpersonal skills with a consultative and empathetic communication style.
• Ability to coach teams, evaluate performance, and provide detailed feedback.
• Comfortable making professional outbound calls to resolve customer dissatisfaction cases.

Preferred Skills

• Experience in BPO/Customer Support environment.
• Strong analytical and quality assessment skills.
• Ability to manage multiple training activities simultaneously.
• Passion for teaching, coaching, and developing others.

Interested candidates can apply on given email id.