Trainer

Imarque Solutions; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

Imarque Solutions in Pune, India is seeking a Trainer responsible for onboarding new joiners and upskilling existing staff. You will ensure product and process knowledge, guide agents through call handling procedures, and align training with quality standards.

The role focuses on delivering inductions, explaining policies, tools like CRMs, and improving communication and problem-solving skills. You will update trainings as processes change and help staff meet compliance requirements.

Responsibilities

• New Joiner Training: Conduct induction and process training for newly hired employees.
• New Joiner Training: Explain company policies, process guidelines, and work expectations.
• New Joiner Training: Provide detailed knowledge of products, services, and processes.
• New Joiner Training: Train employees on inbound and outbound call handling procedures.
• New Joiner Training: Explain CRM tools, dialers, and other process-related applications.
• Product & Process Knowledge: Ensure agents have complete knowledge of products and services.
• Product & Process Knowledge: Explain process workflows, SOPs, and frequently asked questions.
• Product & Process Knowledge: Train agents on customer handling and query resolution.
• Product & Process Knowledge: Provide updates whenever there are changes in process guidelines.
• Product & Process Knowledge: Ensure agents understand compliance requirements and mandatory disclosures.
• Communication & Soft Skills Training: Improve agents' communication and interpersonal skills.
• Communication & Soft Skills Training: Train employees on professional communication and customer handling.
• Communication & Soft Skills Training: Develop active listening and problem-solving skills.
• Communication & Soft Skills Training: Train agents on objection handling and customer retention techniques.
• Communication & Soft Skills Training: Improve confidence, call flow, and customer engagement.

Job description

Trainer Is responsible for training new joiners and existing employees, ensuring product and process knowledge, improving communication skills, and preparing agents to meet operational and quality standards.

1. New Joiner Training

• Conduct induction and process training for newly hired employees.
• Explain company policies, process guidelines, and work expectations.
• Provide detailed knowledge of products, services, and processes.
• Train employees on inbound and outbound call handling procedures.
• Explain CRM tools, dialers, and other process-related applications.

2. Product & Process Knowledge

• Ensure agents have complete knowledge of products and services.
• Explain process workflows, SOPs, and frequently asked questions.
• Train agents on customer handling and query resolution.
• Provide updates whenever there are changes in process guidelines.
• Ensure agents understand compliance requirements and mandatory disclosures.

3. Communication & Soft Skills Training

• Improve agents' communication and interpersonal skills.
• Train employees on professional communication and customer handling.
• Develop active listening and problem-solving skills.
• Train agents on objection handling and customer retention techniques.
• Improve confidence, call flow, and customer engagement.