Education, Certificate
(Relevant education, achievement & certification)

1.      
Graduate and good command over computer usage.

2.      
Additional certification in business leadership, e-Learning
software, and training is preferred.

Knowledge
(knowledge gained in the past relevant to this requirement)

1.      
Developing digital and print
educational material.

2.      
Experience in sales or customer service
positions is a plus

3.      
Organizing classroom-style seminars and
Conducting role-playing activities to develop interpersonal skills (e.g.
negotiation, teamwork and conflict management)

4.      
Strong customer service focus, with a
drive to ensure that we exceed the expectations.

5.      
Should have experience in a similar domain
(Trainer)

Skills
(Specific job skills required for this job)

1.       Prioritizing, Analyzing
and organizing skills

2.      
Excellent communication skills and practical verbal
and presentation.

3.      
A flair for coaching, development, and counseling skills

4.      
Ability to meet acute deadlines

5.      
Problem-solving skills and an ability to analyses and make
decisions.

6.      
Language English & Hindi mandatory.

Experience
(Specific type or amount of experience)

1.      
Minimum 3 years experiences in field. For experienced candidates,
prior knowledge of Jewellery is not mandatory.

2.      
Work experience as a Customer Service Trainer
or similar role.

Success Behaviors
(Traits like interpersonal skills etc.)

1.      
Ability to motivate trainees and Good listeners.

2.      
Commitment to delivering quality results and overcoming
obstacles and challenges in a time-sensitive environment.

3.      
Attention to detail and a high degree of intellectual
curiosity.

4.      
Record and maintain batch attendance, performance,
evaluation, and assessment scores accurately.

Willingness
(Preference / Values / other requirements)

1.      
Flexibility and a willingness to take additional
responsibility as well as travel if necessary to train batches.

2.      
Provide counseling and feedback to the trainees for their
overall development.

Your KRA/KPI

1.      
Train the new agents on the product and
process.Knowledge
of customer service practices and principles.

2.      
Conduct floor refreshers/update training for
the agent's

3.      
Creation of new process-related content as
and when required. Ensure updates are received and included in training and
cascaded to the floor at the time for implementation.

4.      
Ensure certification status of each batch
going live. Ensure the attrition in the training batches is kept at a minimum
and maintain the target throughput

5.      
Create training programs and /or projects to enhance
trainee and agent effectiveness