Trainer – Customer Service

Job Description for Trainer – Customer Service (Voice & Chat)

Job Summary:
We are seeking an experienced Process Trainer for our US customer service operations (voice and chat).
The trainer will complete Train-the-Trainer (TTT) with the US client training team and deliver foundation,
product training and nesting support for new-hire classes across Sears Home Services products
(appliance repair, protection plans, parts and client services), so that advisors graduate on time and go
live ready.

Key Responsibilities:
• Complete Train-the-Trainer (TTT) certification with the US client team before each class
• Deliver new-hire foundation and product/process training, including systems and tools
• Support advisors through nesting with floor support and side-by-side coaching until go-live
• Conduct assessments, certifications, mock calls/chats and role plays to confirm go-live readiness
• Track and report batch attendance, assessment scores and advisors graduating to Operations
• Coach advisors on US customer service etiquette, soft skills, data privacy and compliance
• Partner with Team Leads and Quality to close skill gaps through refresher sessions
• Maintain training content, SOPs, training calendars and training records

Eligibility / Qualifications:
• Candidate should be a graduate
• Minimum 4 years in an international BPO (US voice/chat), with at least 2 years as a Process /
Product Trainer handling new-hire batches
• TTT certification or experience delivering client-certified training is preferred
• Excellent verbal and written English with a neutral accent
• Willingness to work in US hours on rotational shifts, including night shifts

Key Skills:
• Facilitation and presentation skills for classroom and virtual training
• Training needs analysis, assessment design and feedback
• Coaching and mentoring new hires
• Proficiency in MS Office, especially PowerPoint and Excel, for content and training MIS
• Stakeholder management with Operations, Quality and client trainers; delivery to tight timelines

Role Details:
Role: Trainer – Customer Service
Industry Type: BPM / ITES Industry
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Training & Development
Job Location: Hyderabad – remote, with work from office when required
Shift: US hours, rotational as per business requirement (transport not provided)
Minimum Educational Qualification: Any Graduate / Post Graduate