Role & responsibilities

- Design, develop, and deliver training programs for Customer Service (E-commerce) processes, products, tools, and customer interaction skills.

- Create and update training content, including role plays, case studies, mock calls, objection handling exercises, and knowledge materials.

- Coach and mentor employees to enhance communication, empathy, professionalism, problem-solving, and customer-centric behavior.

- Monitor training effectiveness through assessments, feedback, performance metrics, audits, and on-the-job coaching.

- Collaborate with Quality and Operations teams to drive process improvements, ensure compliance, and develop standardized customer response templates.

- Maintain training records, dashboards, performance reports, training plans,



and documentation throughout the employee learning lifecycle.

Preferred candidate profile

- Graduate in any discipline with 2+ years of training experience in E-commerce Customer Service (Voice/Non-Voice preferred).

- Strong communication, coaching, and stakeholder management skills.

- Knowledge of customer service processes, escalations, and conflict resolution.

- Proficient in MS Office (Word, Excel, PowerPoint, Outlook).

- Customer-focused with solid empathy and professionalism.

- Flexible to work in shifts and adapt to changing business needs.

📌 Soft Skills Trainer Lead (Nagpur)
🏢 Hexaware Technologies
📍 Nagpur