Position Title: Trainer – Customer Care Executive (Domestic – Non-Voice)

Department: Training & Development / Customer Support
Location: [As Par Requirement]
Reports To: Training Manager / Team Lead

Job Summary:
We are seeking a highly motivated and skilled Trainer to onboard and train Customer Care Executives for our domestic non-voice operations. The Trainer will be responsible for designing, delivering, and evaluating training programs to ensure team members are well-equipped to handle customer queries via email, chat, and other non-voice channels while adhering to quality and process standards.

Key Responsibilities:

• Conduct comprehensive training sessions for new hires and existing employees on non-voice customer support processes (email, chat, ticketing systems).
• Develop and maintain training materials, manuals, and process documentation.
• Coach team members on communication skills, soft skills, and customer handling techniques.
• Monitor employee performance during and after training; provide constructive feedback.
• Conduct assessments, pre- and post-training evaluations, and analyze results to improve training effectiveness.
• Ensure compliance with company policies, quality standards, and SOPs.
• Collaborate with team leads and managers to identify training needs and gaps.
• Prepare and maintain MIS reports related to training schedules, attendance, and performance metrics.
• Motivate and engage trainees to enhance learning retention and productivity.

Key Skills & Competencies:

• Expertise in non-voice customer support operations (email/chat/ticketing).
• Strong communication and interpersonal skills.
• Ability to design and deliver effective training programs.
• Knowledge of CRM tools and reporting systems.
• Coaching, mentoring, and feedback skills.
• Analytical and problem-solving abilities.
• Adaptability to different processes and technologies.

Qualifications & Experience:

• Graduate in any discipline (preferred).
• 2–5 years of experience as a Trainer in BPO or customer support (non-voice) operations.
• Hands-on experience with domestic non-voice processes is mandatory.

Education Level : Vocational/Technical Certificate

Technical Education : N/A

Certificate : Yes

Industrial Certificate : Experience

Key Skills
Soft Skills & Communication Enhancement , Customer Query & Complaint Handling , CRM & Ticketing Tools Proficiency , Problem-Solving & Conflict Resolution

Other Skills
Teamwork

• Hindi - Reading, Writing, Speaking
• English - Reading, Writing,