Domain Trainer

Job Title: Domain Trainer – Customer Service Executive

Company Name: Kites Skills Pvt. Ltd.

Work Location: 5th Floor, Dr Radhika Hospital, Opp. Gopalapatnam Rythu Bazar, Visakhapatnam, 530027

Job Type: Full-time

Salary: ₹10,000 – ₹15,000 per month

Job Description:

We are looking for a Domain Trainer – Customer Service Executive to deliver theoretical and practical training to candidates enrolled under the DDU-GKY project. The trainer will be responsible for developing candidates' customer service skills, communication abilities, professional behaviour, and workplace readiness in accordance with the prescribed training curriculum and project guidelines.

Key Responsibilities:

• Deliver domain-specific theoretical and practical training as per the approved Customer Service Executive curriculum.
• Teach customer service fundamentals, customer interaction, query handling, complaint resolution, and customer satisfaction.
• Train candidates in professional communication, telephone etiquette, email etiquette, and workplace communication.
• Provide practical training in handling customer enquiries, resolving issues, and escalating complaints appropriately.
• Train candidates in basic computer operations, MS Office, data entry, and relevant customer service software or CRM tools.
• Explain customer service processes, service standards, workplace discipline, and professional ethics.
• Conduct role-plays, mock calls, practical demonstrations, assignments, and hands-on training sessions.
• Prepare lesson plans, training materials, practical exercises, and assessment activities in accordance with the approved curriculum.
• Assess candidates' theoretical knowledge, practical skills, communication, and overall learning progress.
• Maintain attendance, assessment records, lesson plans, trainee progress reports, and other required training documentation.
• Identify trainees who need additional support and provide remedial training.
• Coordinate with the English, Soft Skills, IT, and Placement teams to improve candidates' employability.
• Prepare candidates for interviews, workplace expectations, and entry-level customer service roles.
• Follow DDU-GKY training guidelines, approved curriculum requirements, assessment procedures, and applicable SOPs.
• Support inspection and audit requirements by maintaining accurate training records and supporting documents.

Required Skills:

• Strong knowledge of customer service processes and customer handling.
• Good verbal and written communication skills.
• Ability to teach customer interaction, query resolution, and complaint handling.
• Good presentation, classroom management, and trainee engagement skills.
• Basic computer knowledge, MS Office, email, and data entry skills.
• Knowledge of CRM tools or customer service software is an advantage.
• Ability to conduct practical demonstrations, role-plays, and assessments.
• Good documentation, reporting, and record-keeping skills.
• Patience and the ability to support trainees with different learning levels.
• Ability to work according to training schedules, approved curricula, and project guidelines.

Qualification and Experience:

• Relevant educational or vocational qualification in accordance with the applicable NCVT/SSC eligibility criteria for the domain, wherever prescribed.
• Relevant experience in customer service, BPO, call centres, customer relationship management, retail customer support, or related service industries is preferred.
• Previous teaching or vocational training experience is an advantage.
• Candidates who do not meet the applicable NCVT/SSC criteria must satisfy the alternative DDU-GKY SOP requirements for ToT and certification by the PIA's master trainer, as applicable.
• Candidates must be able to demonstrate the domain knowledge and practical skills required for Customer Service Executive training.

Preferred Additional Skills:

• Experience in BPO, customer support, call centre operations, or customer-facing roles.
• Familiarity with CRM systems, ticketing systems, and customer enquiry management.
• Ability to conduct mock interviews and workplace simulations.
• Knowledge of DDU-GKY or other skill-development programmes.

Application Details:

Recruiters: Nadella Jyothi

Phone: +91 76758 18060

Email: [email protected]

Interested candidates can contact the recruiters by phone or WhatsApp, or send their resume to the email address provided.

Pay: ₹10,000.00 - ₹15,000.00 per month

Work Location: In person