Job Description

Sales and Support

Customer Support Trainer

Pune, Maharashtra | Full Time




About Amber (https://amberstudent.com)


Long-term accommodation booking platform for students (think booking.com for student housing). Amber helps 80M+ students worldwide, find and book full-time accommodations near their universities, without the hassle of negotiation, non-standardized and cumbersome paperwork, and broken payment process. We are the largest and fastest-growing student housing platform globally, with 1M+ units listed in 6 countries and across 100+ cities. We are growing rapidly and targeting $1.2B in annual gross bookings value by 2023.
If you are passionate about making international mobility and living, seamless and accessible, then -
Join us in building the future of student housing!
( We are amongst the fastest growing companies in the Asia Pacific as per Financial Times
https://www.ft.com/high-growth-asia-pacific-ranking-2022)


Key Responsibilities:

• Develop comprehensive and engaging training programs geared towards customer service excellence, leveraging industry best practices.
• Design and deliver training sessions, workshops, and webinars to educate customer service representatives on effective customer service techniques and Zendesk platform functionalities.
• Conduct training needs assessments to identify skill gaps and develop training materials to address those gaps effectively.

\xe2\x80\xa2 Collaborate with cross-functional teams, including Sales, Supply, customer service supervisors and managers, to ensure training programs align with business objectives. \xe2\x80\xa2 Continuously evaluate training effectiveness and make necessary improvements to enhance the knowledge and performance of the customer service team.
\xe2\x80\xa2 Keep up-to-date with industry advancements and trends in customer service and Zendesk platform features and incorporate them into training programs as appropriate. \xe2\x80\xa2 Provide ongoing support and coaching to customer service representatives to reinforce training and ensure continuous improvement.

• Assist in the onboarding of new hire customer service representatives, delivering training sessions to ensure a smooth transition into their roles.

Skills required:

• Proven work experience as a Customer Service Trainer or similar role, with a focus on delivering exceptional customer experiences.
• In-depth knowledge of customer service principles and practices, including effective communication techniques, problem-solving, and conflict resolution.
• Proficiency in using the Zendesk platform, with hands-on experience in configuring and optimizing its features.
• Strong presentation and facilitation skills with the ability to engage and motivate diverse learners.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities, with the capacity to handle multiple priorities simultaneously.
• Analytical and critical thinking skills to assess training needs and evaluate training effectiveness.

\xe2\x80\xa2 Ability to work effectively both independently and collaboratively within a team. \xe2\x80\xa2 Relevant certifications, such as Zendesk Support Administrator or similar, are a plus.


Qualifications:

• Education level - Graduate
• Minimum 70% required in academics
• Experience - Minimum 4 years in a training delivery role.
• Understanding of International Markets.
• Efficiency in Using LMS and LMX systems

What will you get from amber?

• Rapid career growth (can skip intermediate levels)
• Amazing work culture (trust us when we say this!)
• Employee wellbeing policies (at the best standard)