Senior Training Specialist

Chennai, IN

Job Description / Skills Required

Requisition ID: R11389
Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.

Design, deliver, and maintain training and support materials for frontline customer service

representatives, resolution, support and management teams to new and existing employees on

different LOB, CRM systems, products and processes as.well as soft skills training

 Utilise data from the Learning Management System to produce reporting, monitor trends and identify

training needs analysis across teams, countries and sites.

 Build a close and functional relationship with all training staff to ensure effective communication and

support for the business needs.

 Conduct new hire training for frontline customer service representatives, resolution teams, support

staff and managers.

 Coach and mentor new hires through shadowing/nesting and on–the-floor support, to drive

performance.

 Directly answer customers’ queries in order to understand customers’ needs and keep up with

current systems.