Company Profile:

Job description:

you’ll be our: Customer Experience Trainer

you’ll be based at: IBC Knowledge Park, Bengaluru

you’ll be Aligned with: Customer Experience Training Manager

you’ll be A member of:Customer Experience team in Customer Service department


What will I be doing at Ather?


Design the modules for and conduct short-burst refresher training for Relationship Managers in the Customer Service team, at regular intervals

Improve customer-satisfaction ratings by providing training on business communication  and thereby ensuring an increase in the Net Promoter scores

Provide need-based training post listening to calls and identifying the areas of opportunity

Continuously review training material and update obsolete concepts and processes

Participate in team huddles and provide communication updates

Responsible for building relationships and understanding the training needs of the Customer Service team and any other team as and when the need arises

Collaborate with the Customer Service Quality team to obtain training needs. Conduct training needs analysis.

Indulge in calibration process with the quality team

Provide immediate feedback/ coaching for the agent on the audited call

Share and update the teams regarding new process and policy changes through the creation of relevant training modules

Create an OJT training plan to keep the team motivated and improve performance

Support the hiring of CSEs & RMs

Run customer engagement initiatives within Customer service in collaboration with the Team Leads

 

What kind of experience & skills do I need for this role?


1-2 years of experience in handling customer calls

At least 6 months of experience in classroom training delivery

Excellent English communication, presentation, and facilitation skills

Knowledge of tools such as Google Suites, Jarvis, Knowlarity, OMS etc.


Some attributes that you bring to this role?


Highly organized, detail-oriented, patient & action-oriented

Strong skills in relationship building and interacting with people

An ability to pursue goals, take action, and multitask changing priorities


What should I have graduated in?


Any Graduation