Customer Service Trainer (travel)

Startek; Dadri; On-site; INR 420,000 - 540,000; Full time

Job summary

Startek Noida is seeking a dynamic Trainer to deliver training programs for Customer Support and Travel Process teams. You will onboard new hires, develop and update training materials, and lead sessions to raise agent performance and quality standards.

Responsibilities include coordinating classroom, virtual, and on-the-job training, assessing trainee progress, and driving continuous improvement in processes and service delivery. A background in BPO/travel domains is preferred.

Qualifications

• Bachelor's degree in any discipline.
• Certification in Training & Development will be an added advantage.
• 2-5 years of experience in Training within Customer Service, BPO, Contact Center, or Travel Process.

Responsibilities

• Conduct new hire induction and process training for Customer Support and Travel associates.
• Develop and update training materials, SOPs, manuals, and presentations.
• Deliver product, process, soft skills, and customer service training.
• Conduct refresher sessions based on performance gaps and operational requirements.
• Facilitate classroom, virtual, and on-the-job training programs.
• Train employees on travel reservations, ticketing, itinerary management, cancellations, and travel-related policies.

Skills

Excellent communication and presenting

Customer support operations

Travel industry processes

Training content development

Coaching & mentoring

MS Office proficiency

Analytical problem-solving

Education

Bachelor's degree in any discipline

Certification in Training & Development

Tools

MS Office Suite

Job description

Trainer – Customer Support & Travel Process

Department:

Job Description (JD) – Trainer (Customer Support & Travel Process)

Job Title:

Trainer – Customer Support & Travel Process

Department

Training / Learning & Development

Location

Noida

Job Summary

We are seeking a dynamic and experienced Trainer to deliver training programs for Customer Support and Travel Process employees. The role involves onboarding new hires, conducting process training, enhancing customer service skills, ensuring compliance with quality standards, and improving overall agent performance through continuous learning initiatives.

Key Responsibilities

Training & Development

• Conduct new hire induction and process training for Customer Support and Travel associates.


• Develop and update training materials, SOPs, manuals, and presentations.


• Deliver product, process, soft skills, and customer service training.


• Conduct refresher sessions based on performance gaps and operational requirements.


• Facilitate classroom, virtual, and on-the-job training programs.

Travel Process Training

• Train employees on travel reservations, ticketing, itinerary management, cancellations, and travel-related policies.


• Ensure understanding of airline, hotel, and travel booking systems.


• Provide knowledge of travel compliance and customer handling procedures.

Performance Management

• Assess trainee performance through tests, mock calls, and practical evaluations.


• Monitor training effectiveness and recommend improvement plans.


• Track training completion, certification scores, and employee performance metrics.


• Coach underperforming employees to improve productivity and quality.

Customer Service Excellence

• Train employees on communication skills, customer handling, conflict resolution, and service recovery.


• Promote customer-centric behavior and adherence to quality standards.


• Conduct soft-skill workshops and behavioral training sessions.

Required Qualifications

• Bachelor's degree in any discipline.


• Certification in Training & Development will be an added advantage.


• 2-5 years of experience in Training within Customer Service, BPO, Contact Center, or Travel Process.

Required Skills

• Excellent communication and presentation skills.


• Strong knowledge of customer support operations.


• Understanding of travel industry processes and booking systems.


• Training content development and facilitation expertise.


• Coaching and mentoring skills.


• MS Office (Excel, PowerPoint, Word) proficiency.


• Analytical and problem-solving capabilities.

Key Competencies

• Customer Focus


• Presentation Skills


• Facilitation & Coaching


• Conflict Resolution


• Process Improvement


• Stakeholder Management


• Time Management


• Team Collaboration

Preferred Experience

• Experience in BPO/Contact Center environment.


• Exposure to Domestic and International Travel Processes.


• Experience handling voice, chat, and email support training.


• Knowledge of quality frameworks and customer service KPIs.

KPIs

• New Hire Training Success Rate


• Certification Scores


• Training Throughput


• Employee Performance Improvement


• Customer Satisfaction (CSAT)


• Quality Scores


• Attrition Reduction in First 90 Days


• Training Effectiveness Score

Employment Type: Full-Time