Chat Process Non Voice

Job Title: Trainer - Customer Support (Email & Chat)

Company: Smart Coin Company

Location: Bangalore, India (Onsite)

Experience: 0-3 Years

Languages: Fluent in Hindi and English (Compulsory)

Job Summary:

As a Customer Support Trainer specializing in Email and Chat at Smart Coin, you will be responsible for designing, developing, and delivering comprehensive training programs for new and existing Email and Chat Associates. You will play a vital role in equipping our customer support team with the necessary knowledge, skills, and tools to provide exceptional service and effectively resolve customer queries through written communication channels.

Responsibilities:

* Conduct training needs analysis to identify skill gaps and development areas within the Email and Chat support teams.

* Design and develop engaging training materials, including presentations, modules, guides, and assessments, focusing on email etiquette, chat protocols, product knowledge, and customer service best practices.

* Deliver effective and interactive training sessions for new hires and ongoing refresher training for existing team members.

* Facilitate learning through various methods, including classroom sessions, virtual training, role-playing, and on-the-job coaching.

* Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.

* Continuously update training content to reflect changes in products, policies, and customer service standards.

* Collaborate with subject matter experts and team leaders to ensure training alignment with business objectives.

* Maintain training records and track employee progress.

* Provide individual coaching and support to trainees as needed.

* Stay abreast of the latest training methodologies and tools.

Qualifications:

* Bachelor's degree in any discipline.

* 0-3 years of experience in a training role, preferably within a customer support environment, with a focus on written communication channels (email and chat).

* Excellent verbal communication and presentation skills in both Hindi and English (compulsory).

* Strong instructional design and curriculum development skills.

* Ability to engage and motivate learners.

* Proficiency in using training software and tools.

* Solid understanding of adult learning principles.

* Strong organizational and time management skills.

* Ability to work independently and collaboratively.

* Passion for developing and empowering others.