Senior Trainer

Job Summary

The Customer Support Trainer is responsible for training, developing, and improving the skills of customer support agents. The trainer will design and deliver training programs to ensure agents provide high-quality customer service, understand company products and processes, and meet performance standards.

Key Responsibilities

1. Training & Development

   • Conduct onboarding training for new customer support agents.

   • Deliver regular refresher training sessions for existing team members.

   • Train agents on company products, services, policies, and customer handling techniques.

2. Skill Development

   • Improve communication, problem-solving, and customer handling skills of agents.

   • Train agents on call etiquette, complaint handling, and escalation processes.

   • Provide coaching and mentoring to underperforming team members.

3. Training Materials

   • Prepare training modules, presentations, manuals, and SOPs.

   • Update training materials based on process changes or product updates.

4. Performance Monitoring

   • Coordinate with team leaders and quality teams to identify training needs.

   • Conduct mock calls and role-play sessions.

   • Evaluate training effectiveness and improve training programs.

5. Process & Product Knowledge

   • Ensure agents have complete knowledge of products, services, and company policies.

   • Keep the team updated on new product launches, offers, or service updates.

6. Reporting

   • Maintain training records and attendance.

   • Prepare training reports and progress updates for management.

Required Skills

• Excellent communication and presentation skills

• Strong training and coaching ability

• Good knowledge of customer service practices

• Ability to motivate and develop team members

• Problem-solving and interpersonal skills

Qualification

• Bachelor’s degree in any field (preferred).

• 2–5 years experience in customer support / training role.

Key Performance Indicators (KPIs)

• Improvement in agent performance and customer satisfaction

• Training completion rate

• Reduction in customer complaints

• Quality score improvement of support agents

• It is a Full Time Teacher / Tutor job for candidates with 1 - 5 years of experience.