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-focused Customer Service Trainer who can build and strengthen the capabilities of Customer Service Advisors through effective training, coaching, and continuous learning interventions.

The role will be responsible for delivering new-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 strong communication skills, customer-service orientation, facilitation ability, and a good understanding of contact-centre operations and customer experience.

Key Responsibilities

1. Training Delivery

- Conduct New Hire Training, OJT, refresher training, process updates, and continuous learning sessions for Customer Service Advisors.
- Deliver training across voice, chat, and other customer-service channels as 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 on CSAT, 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 as de-escalation, empathy, active listening, probing, ownership, and resolution-focused communication.

5. Training Needs Analysis

- Partner with Operations and Quality to identify knowledge 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 easy and practical learning content.
- Maintain training documentation and learner records.

7. Stakeholder Management

- Work closely with Operations, 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 experience in Customer Service Training / BPO Training / Learning & Development.
- Prior experience in a contact-centre environment is 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.

📌 Customer Service Trainer (Delhi)
🏢 Lenskart
📍 Delhi