BriefCase
BriefCase

Corporate Trainer Job in Bridging Technologies

Corporate Trainer

Bridging Technologies 4+ weeks ago
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Job Summary

Experience: 4+ yrs
Salary: No Bar For Deserving Candidate(Salary paid Every two weeks!)
Location: Mohali

Job Description:

We are looking for Senior Customer Support Executives/SME (Subject Matter Expert) for our Chat Process who will provide service or product information, solutions and relevant details to customers. They should be individuals with a knack for providing professional and clear answers to customer & requests. Utilize their experience to guide, train and coach junior team members and assist Team Leader/Manager in everyday operations/process improvements.

Job Requirements:

  • Should be flexible with rotational Shifts.
  • Excellent communication in English (written and oral communication).
  • 4+ years of experience as Senior Associate in customer facing role in an international process/contact centre.
  • Problem-solving skills.
  • Bachelors or relevant degree.
  • Experience working in US Chat and voice process (at least 4 years).
  • Proficiency in Microsoft Office.
  • Subject Matter Expert (SME level experience).

    • Detailed Required Skills

    Maintain Product & Process Expertise

  • Develop excellent Product Knowledge and Expertise with time.
  • Ability to Master Every Feature and Benefit of the Process (what to do when) with time.
  • Ability to Understand the Complete Process Upstream to Downstream.
  • Excellent communication skills (Spoken and Written).
  • Subject Matter Expert Attitude/Mindset.
  • Give coaching/feedback to Customer Support Associates whenever required.
  • Provide assistance to Team Leader in managing team, generating reports and sharing updates.
  • Maintains a high level of professionalism and approach-ability.

    • Delivering Service

  • Role model for contact handling skills. First go to person for any questions Customer Support Associate has.
  • Ability to review contacts to identify WOW moments, examples for excellent Customer Service.
  • Serves customers by providing product and service information and resolving product and service problems.
  • Attracts potential customers by answering product and service questions and suggesting information about other related products and services of the company

    • Deliver Results:

  • Exceptional customer service every time on every contact.
  • Track productivity, shift schedule in sync with Team Leader/Manager.
  • Good time management and presentation skills.
  • Ability to deal with constant change positively and maintain high motivation.
  • Completes tasks on time to a high quality standard.

    • Preferred Qualifications

  • Top notch ability to identify and resolve the customer issue effectively and efficiently. Completely aware of all call handling techniques and methods.
  • Awareness about Process Improvement approaches (Lean, Six Sigma, ).
  • Understands and demonstrate Quality Output.
  • Good technical knowledge to handle Internet issues, Application Software Questions/Issues.
  • Fluent in English in written and oral communication.
  • Assist Team Leader in improving overall team performance.

    • Provide Exceptional Customer Support and Follow-Up
    Resolves product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following-up to ensure resolution. They own the customer.

    They answer phone calls, Live Chats & emails from customers to provide quick resolution of issues and questions or may provide assistance to junior team member in time of need. Overall to provide top notch customer service to US clients/Customers .

    Coordinate Customer Service Team
    In addition to their regular duties of answering customers basic questions, senior customer service representatives are responsible for handling/helping on issues that are too complex to be handled by junior staff.

    Support Process Improvement in their own way!
    Awareness and intent to improve existing process and procedures to make it more efficient. Take small initiatives from time to time to make things easy for customers and junior team members.

    Keep Track of Customer Conversations
    Senior customer service representatives use customer relationship management software to document each customer interaction to help streamline the customer service process and notice trends to report back to the product development team and Management

    SME (Subject Matter Expert) Train New Hires
    Work as an SME, who possess impeccable knowledge about each and every product feature and possess deep understanding of the process. They help and assist junior team members if need arises. They work closely with new team members along with Team Leader to instruct them on company policies and best practices for resolving customer calls.
    Experience Required :

    Fresher

    Vacancy :

    2 - 4 Hires

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