Customer Service Trainer

Lenskart; New Delhi; In loco; INR 500.000 - 900.000; Tempo pieno

Descrizione del lavoro

Lenskart is seeking a Customer Service Trainer in Delhi to build capabilities of Customer Service Advisors through comprehensive training, coaching, and continuous learning interventions. The role involves new-hire, process, refresher, and on-floor coaching across voice and chat channels.

The ideal candidate will have strong communication, facilitation, and customer-service orientation, with a good understanding of contact-centre operations.

Competenze

• Excellent verbal and written communication skills required.
• Demonstrated facilitation and presentation abilities.
• Strong understanding of contact-centre operations and customer experience.

Mansioni

• Deliver new-hire, process, refresher, and on-floor coaching sessions for Customer Service Advisors.
• Train across voice, chat, and other customer-service channels.
• Use role plays, case studies, simulations, discussions, quizzes, and real customer scenarios.
• Ensure content aligns with curriculum, SOPs and business needs.
• Adapt training to learner profiles and business requirements.
• Provide structured coaching during OJT and monitor performance.
• Partner with Operations and Quality to identify gaps and develop interventions.
• Analyze KPIs (CSAT, Quality, FCR, AHT, escalations) to drive improvements.
• Create/update training materials, decks, facilitator guides, and knowledge checks.
• Publish training reports and track attendance, assessments, and certifications.

Conoscenze

Verbal & written communication

Facilitation & presentation

English & Hindi proficiency

Customer service orientation

Role plays & simulations

Coaching & feedback

Analytical problem solving

Simplify complex information

Stakeholder management

Performance data & metrics

MS PowerPoint / Excel / Word

Formazione

Graduate degree; L&D / Training certification preferred

Strumenti

MS PowerPoint

Excel

Word

Online learning tools

Descrizione del lavoro

Job Description Customer Service Trainer

Position

Customer Service Trainer

Department-: Learning & Development / Customer Service

Reporting To-: Training Manager / Training Lead

Role Overview

We are looking for a passionate and customer-focusedCustomer Service Trainerwho can build and strengthen the capabilities of Customer Service Advisors through effective training, coaching, and continuous learning interventions.

The role will be responsible for deliveringnew-hire training, process training, refresher sessions, communication and soft-skills training, certification, and on-floor coaching. The trainer will work closely with Operations, Quality, and other stakeholders to identify performance gaps and translate them into effective learning interventions.

The ideal candidate should have strongcommunication skills, customer-service orientation, facilitation ability, and a good understanding of contact-centre operations and customer experience.

Key Responsibilities

1. Training Delivery

• ConductNew Hire Training, OJT, refresher training, process updates, and continuous learning sessionsfor Customer Service Advisors.
• Deliver training acrossvoice, chat, and other customer-service channelsas required.
• Facilitate engaging sessions using role plays, case studies, simulations, discussions, quizzes, and real customer scenarios.
• Ensure training content is delivered as per defined curriculum, SOPs, and business requirements.
• Adapt training methodology based on learner profiles and business needs.

2. New Hire Training & Certification

• Conduct end-to-end classroom training for new hires covering:
  • Customer service fundamentals
  • Process and product knowledge
  • Systems/tools
  • Communication skills
  • Call/chat handling
  • Customer experience
  • De-escalation and objection handling
• Conduct assessments, knowledge checks, mock interactions, and certification evaluations.
• Track learner performance and identify individuals requiring additional support before moving to OJT/floor.

3. OJT & Floor Support

• Provide structured coaching during the OJT phase.
• Monitor advisor performance through call/chat observations and interaction reviews.
• Identify knowledge, skill, and behaviour gaps and provide targeted coaching.
• Support advisors during their transition from training to live operations.
• Work with Operations and Quality teams to ensure smooth nesting and ramp-up

4. Continuous Learning & Performance Improvement

• Analyse business and performance data to identify training opportunities.
• Conduct targeted interventions based onCSAT, Quality, FCR, AHT, repeat contacts, escalations, customer complaints, and other relevant KPIs.
• Design and deliver refresher modules based on recurring customer pain points.
• Conduct coaching sessions for communication gaps, process adherence, customer handling, and behavioural skills.
• Support capability-building initiatives such asde-escalation, empathy, active listening, probing, ownership, and resolution-focused communication.

5. Training Needs Analysis

• Partner with Operations and Quality to identifyknowledge vs. performance gaps.
• Conduct TNA through interaction audits, performance data, stakeholder inputs, assessments, and learner feedback.
• Recommend appropriate interventions such as training, coaching, process clarification, or reinforcement.
• Measure the effectiveness of interventions through pre- and post-training performance.

6. Training Content & Process Updates

• Develop and update training decks, facilitator guides, role plays, activities, assessments, quizzes, and knowledge checks.
• Ensure training content is aligned with the latest SOPs, process changes, product updates, and customer policies.
• Convert complex processes into simple and practical learning content.
• Maintain training documentation and learner records.

7. Stakeholder Management

• Work closely withOperations, Quality, Workforce Management, Product/Process teams, and L&D stakeholders.
• Participate in calibration sessions and business reviews where required.
• Share learner and training performance updates with relevant stakeholders.
• Proactively highlight recurring knowledge gaps, process challenges, and customer-impacting issues.

8. Training Governance & Reporting

• Maintain accurate training attendance, assessment, certification, OJT, and coaching records.
• Track batch performance and individual learner progress.
• Publish regular training reports and highlight key observations and action areas.
• Ensure adherence to training calendars, governance processes, and defined timelines.

Key Performance Indicators

• Training completion and adherence
• Certification / assessment pass rate
• OJT performance
• New-hire ramp-up performance
• Training effectiveness
• Post-training Quality improvement
• CSAT improvement
• Reduction in repeat errors and process deviations
• Reduction in customer escalations attributable to knowledge/skill gaps
• Coaching effectiveness
• Learner feedback / training experience
• Training governance and reporting compliance

Required Skills

• Excellent verbal and written communication skills
• Strong facilitation and presentation skills
• Good command of English and Hindi
• Strong customer-service orientation
• Ability to conduct role plays and practical simulations
• Strong coaching and feedback skills
• Analytical and problem-solving ability
• Ability to simplify complex information
• Good stakeholder-management skills
• Comfortable working with performance data and business metrics
• Proficiency in MS PowerPoint, Excel, Word, and online learning tools

Experience & Qualification

• 3 -6 years of experiencein Customer Service Training / BPO Training / Learning & Development.
• Prior experience in acontact-centre environmentis preferred.
• Experience in training voice/chat/email customer-service teams will be an advantage.
• Graduate in any discipline; relevant L&D / Training certification is an added advantage.
• Candidates with strong customer-service operations experience and a demonstrated ability to train/coaching teams may also be considered.