E-commerce Trainer

Team Vertex Cosmos; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Team Vertex Cosmos in Pune seeks an experienced Process Trainer to design, deliver, and optimize training for our E‑Commerce customer‑support teams. In this role, you will develop, update, and deliver programs covering product knowledge, marketplace tools, order management workflows, and soft skills to ensure high performance and service quality.

You will lead New Hire Orientation, design assessments, and run on-the-floor coaching.

Qualifications

• 4–5 years in a BPO with 2–3 years as a Process Trainer in E-Commerce.
• Deep familiarity with ecommerce workflows, including returns, payments, and logistics.
• Excellent verbal and written communication with strong facilitation.
• Proficiency with major CRM apps, MS Office, and LMS.
• Six Sigma/RCA knowledge preferred to tie training to metrics.

Responsibilities

• Lead New Hire Orientation and batch training for ecommerce support reps (voice, chat, email).
• Deliver modules on order tracking, returns policies, payment processing and dispute resolution.
• Train on CRM tools, ticketing systems (Zendesk), and marketplace platforms.
• Update SOPs and training collateral as processes/policies change.
• Develop assessments, quizzes, and mock scenarios to test learning.
• Manage OJT and nesting phases for smooth classroom-to-live transition.
• Collaborate with QA to address bottom-quartile performance and run refresher sessions.
• Monitor throughput and learning retention across batches.

Skills

BPO experience

Process trainer

E-commerce knowledge

CRM tools

LMS proficiency

Tools

Zendesk

CRM

MS Office

LMS

Job description

Job Title: Process Trainer E-Commerce (BPO)

Location: Pune

Position Type: Full-Time

Role Overview

We are seeking an experienced and enthusiastic Process Trainer to lead learning and development initiatives for our E-Commerce customer support teams. In this role, you will design, deliver, and continuously optimize training programs covering product knowledge, marketplace tools, order management workflows, and soft skills to ensure high performance and service quality.

Key Responsibilities

Training Delivery & Facilitation

• Conduct New Hire Orientation (NHT) and batch training for customer support representatives handling E-Commerce processes (voice, chat, and email).
• Facilitate modules on order tracking, returns/refunds, seller/buyer policies, payment gateway troubleshooting, and dispute resolution.
• Train staff on navigation and usage of CRM tools, ticketing systems (e.g. Zendesk), and marketplace platforms.

Content Design & Module Updating

• Update training collateral, Standard Operating Procedures (SOPs), and quick-reference guides based on process updates or client policy changes.
• Develop assessments, quizzes, and mock scenarios to evaluate learner comprehension and practical execution.

Performance & Floor Support

• Manage OJT (On-the-Job Training) and nesting phases to ensure a seamless transition from classroom to live production.
• Partner with Quality Assurance (QA) to analyze bottom-quartile performance and run targeted Refresher Training sessions.
• Conduct throughput tracking and evaluate learning retention metrics across batches.

Required Qualifications & Skills

• Experience: Minimum [4-5] years of overall experience in a BPO environment, with at least [2-3] years dedicated to a Process Trainer role in an E-Commerce process.
• Domain Knowledge: Deep familiarity with E-Commerce workflows, including logistics tracking, return policies, payment processing, fraud detection basics, and marketplace guidelines.
• Communication: Exceptional verbal and written communication skills with strong presentation and group facilitation capabilities.
• Technical Proficiency: Hands-on experience with major CRM applications, MS Office (PowerPoint, Excel), and Learning Management Systems (LMS).

Preferred Qualifications

• Knowledge of Quality Tools (Six Sigma, RCA framework) to tie training outcomes directly to process metrics (CSAT, FCR, AHT).

Looking for Immediate Joiners or 15-20 days