Job Description – CCE Trainer (Customer Care Executive Trainer)

We are seeking an experienced CCE Trainer (Customer Care Executive Trainer) to join our team. The trainer will be responsible for training Customer Care Executives in effective customer communication, call handling, customer service processes, and query resolution. The role will focus on developing trainees' communication skills, improving customer interaction quality, and preparing them for real-time customer support operations.

Key Responsibilities

• Train trainees/students on customer care processes, communication skills, and call-handling techniques.

• Develop and deliver training programs on customer service standards, telephone etiquette, and customer relationship management.

• Conduct classroom sessions, practical exercises, role plays, and mock calls.

• Train candidates on inbound and outbound calling processes.

• Assess trainees' performance and provide constructive feedback.

• Develop training materials, manuals, presentations, and documentation.

• Train candidates on handling customer queries, complaints, and escalations effectively.

• Monitor trainees' progress and evaluate their readiness for live operations.

• Coordinate with the operations team to ensure training is aligned with business requirements.

• Evaluate training effectiveness and recommend improvements.

• Ensure trainees understand customer satisfaction, service quality, and professional communication standards.

Required Skills

• Strong communication and interpersonal skills.

• Good knowledge of customer service and call centre operations.

• Excellent presentation and instructional skills.

• Ability to develop and deliver effective training programs.

• Strong problem-solving and analytical skills.

• Ability to conduct mock calls and practical training sessions.

• Basic computer knowledge and MS Office proficiency.

• Experience in customer handling, CRM, and complaint management is preferred.

Qualifications

• Graduate in any discipline.

• Diploma / Bachelor's degree in Business Administration or a related field will be preferred.

• Candidates with relevant customer service or communication training certifications will be an added advantage.

Experience

• Minimum 3 year of working or teaching experience in the same or relevant job role.

• Experience in Customer Care Executive training, BPO, call centre operations, or customer service will be preferred.