Job Description

Job Title:

Trainer - International Chat Support

Process:

Italy-Based Airline Project

Location:

DLF Cybercity, Patia, Bhubaneswar

Experience:

2-5 years (International BPO / Airline / Travel process preferred)

Employment Type:

Full-time

Job Summary

The Trainer will be responsible for onboarding, training, and upskilling chat support agents handling customer interactions for an international airline. The role focuses on delivering process, product, and soft-skills training to ensure agents meet quality, productivity, and customer experience standards.

Key Responsibilities

Training Delivery & Facilitation

Conduct

new-hire training (NHT)

for international chat support agents Deliver training on: Airline products, policies, and SOPs Chat etiquette, tone, grammar, and customer handling Tools, CRM, and ticketing systems Facilitate refresher trainings and continuous learning sessions

Content Development

Develop and update

training materials, decks, SOPs, and knowledge base

Customize content based on client updates, QA feedback, and performance gaps Maintain training trackers and batch performance reports

Assessment & Performance Tracking

Conduct

assessments, mock chats, and certification tests

Track batch performance during nesting and providing coaching support Work closely with

QA and Operations

to address skill gaps

Stakeholder Coordination

Coordinate with Operations, QA, and Client teams for training requirements Support client audits, process transitions, and product launches Ensure training compliance with airline standards and data security norms

Eligibility & Skills Required

Excellent

written and verbal English communication

Strong presentation and facilitation skills Experience in

international chat / airline / travel process training

Good command over

grammar, customer handling, and quality standards

Proficiency in

MS PowerPoint, Excel, and LMS tools

Ability to work in

rotational shifts aligned with European hours

(as needed)

Shift & Working Model

Day / mid shifts primarily

, rotational as per business requirement 5 days working with rotational weekly offs

Compensation & Benefits

Paid certifications and trainer development programs Career growth into

Lead Trainer / Training Manager

roles
Job Type: Permanent

Pay: ₹18,000.00 - ₹20,000.00 per month

Benefits:

Provident Fund
Work Location: In person