DrinkPrime
Website:
drinkprime.in
Job details:
Summary:
The Trainer plays a pivotal role in onboarding new chat support agents and enhancing the performance of existing team members. By delivering structured training programs, the Trainer ensures agents are proficient in company SOPs, troubleshooting techniques, and effective communication practices. This role is essential in maintaining high-quality customer interactions, reducing repeat contacts due to errors, and fostering a culture of continuous improvement. Collaboration with Quality Assurance and Operations teams enables targeted development of skill gaps, directly contributing to improved service delivery and customer satisfaction.
Responsibilities:
- Deliver comprehensive onboarding training for new chat support agents
- Facilitate regular refresher training sessions for current agents to reinforce skills and knowledge
- Enhance agents’ communication quality, empathy, and professionalism in digital interactions
- Train teams on standard operating procedures (SOPs), troubleshooting protocols, and process handling
- Identify and address root causes of repeat contacts stemming from incorrect or incomplete information
- Partner with QA and Operations teams to analyze performance data and develop targeted training initiatives
Requirements
Requirements:
- Proven experience in training, coaching, or onboarding within a customer service or support environment
- Strong understanding of chat support operations, SOPs, and troubleshooting workflows
- Excellent communication, presentation, and facilitation skills
- Ability to analyze performance data and translate insights into actionable training content
- Proficiency in using training tools, LMS platforms, and collaboration software
- Demonstrated ability to drive measurable improvements in agent performance and customer outcomes
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