Tata Group
Location
Bangalore | India
Job description
Job Description: Trainer for Customer Engagement across all Non-Physical customer touch points
Job Description | |||||||||||||||||||||||||||||||||||||||
Unique Job Role | QA Trainer | Function | Corp | Reporting to | Head UCE | ||||||||||||||||||||||||||||||||||
Business | CRM | Grade | Date | ||||||||||||||||||||||||||||||||||||
Job Details | |||||||||||||||||||||||||||||||||||||||
Customer Service Trainer, will be responsible for the training of our contact center and Retail teams interacting with customers across all non-physical touch points. Trainer will ensure that all trainees understand and grasp the required concepts comprehensively. | |||||||||||||||||||||||||||||||||||||||
External Interfaces | Internal Interfaces | ||||||||||||||||||||||||||||||||||||||
. Technology partners, Vendors . Customers . Contact Center | . Business teams . CRM Team . Service teams . IT Team . MIS Agents . Team Members | ||||||||||||||||||||||||||||||||||||||
Job Requirements | |||||||||||||||||||||||||||||||||||||||
Education | Graduation | ||||||||||||||||||||||||||||||||||||||
Relevant Experience | 2 + years | ||||||||||||||||||||||||||||||||||||||
Behavioural Skills | . Learning Ability . Perseverance . Overcoming failures . Listening . Cross-functional teaming . Futuristic Thinking . Conflict Management . Proactive . Coaching | ||||||||||||||||||||||||||||||||||||||
Knowledge | . Business Familiarity . Call Center Operations . Performance management . Quality Parameters . Quality Assurance . Coaching Methodology . Excellent verbal, written and interpersonal communication skills . Training Skills . Knowledge of Learning Styles . Excellent time management and organizational skills . Outstanding customer service skills and dedication to providing exceptional customer care . Focus on quality and customer service . Exceptional listening and analytical skills . Must be able to effectively deal with people at all levels inside and outside of the Company . Proficiency in written communication . Ability to multitask and successfully operate in a fast paced collaborative environment . Must adapt well to change and successfully set and adjust priorities as needed . Must be proficient with Microsoft Office (intermediate Word, Excel and PowerPoint) . Multi-lingual a plus (English and Hindi a Must) | ||||||||||||||||||||||||||||||||||||||
Expected Process Contributions | |||||||||||||||||||||||||||||||||||||||
Expected Process Contribution | Process Outcome | Performance Measure | |||||||||||||||||||||||||||||||||||||
. Devise and schedule customer service curriculum for all representatives . Modify training modules for new campaigns or events . Train on specific call handling modules including conflict management, objection handling, probing, resolution communication and assurance, empathy etc . Write training documents to ensure policy compliance . Augment presentations with appropriate videos, slides, and graphics . Conduct role-playing scenarios for real-world experiences . Identify and address top call drivers and develop effective training capsules correspondingly . Work on Continuous development through TNI and corresponding training | . Delivery of effective customer service by trainees across Customer Touch points at Contact Center and Stores | . CSAT . Revenue . Conversion rate . Meaningful interaction insights . Productivity | |||||||||||||||||||||||||||||||||||||
RCA and Process Improvement | |||||||||||||||||||||||||||||||||||||||
. Study customer journey on Interactions . Identify root causes for defects identified through analysis of call trends . Work with process owners and QA team to remove defects identified . Observe and report impact of training intervention . Document SOP wrt change in processes . Work on knowledge retention framework . Build and administer Knowledge checks | . Crafting seamless customer journey and Experience | . Defect prevention and process improvement Job Description: Trainer for Customer Engagement across all Non-Physical customer touch points
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