Soft Skills Trainer Lead

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 strong empathy and professionalism.

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