Trainer E-commerce Process

Job Title:

Process Trainer – E-Commerce Process

Location:

Gurgaon

Experience:

1–5 Years

Shift: Rotational Shifts

Job Summary

We are seeking an experienced and dynamic Process Trainer – E-Commerce to support international chat-based e-commerce processes. The role involves delivering impactful training programs and ensuring new hires and existing employees are equipped to meet global customer experience standards through chat support, while driving continuous improvement in process knowledge and performance.

Key Responsibilities

- Deliver end-to-end training programs for international chat processes based on business requirements
- Facilitate new hire training (NHT), refresher training, and upskilling sessions for global chat support teams
- Train associates on chat handling skills including response time, tone, grammar, multitasking/concurrency, and resolution quality
- Evaluate training effectiveness through assessments, feedback, and performance metrics
- Observe and mentor trainees during OJT/production, ensuring effective application of chat handling skills
- Share structured updates on training progress, gaps, and action plans through MIS and reports
- Review and update training materials in line with international process, policy, or product changes
- Participate in internal and client calibrations to align training outcomes with global expectations
- Identify Training Needs (TNI) and conduct targeted refresher or upskilling sessions
- Conduct knowledge checks for new hires and tenured associates

Required

Skills and Qualifications

- Excellent written communication skills in English (verbal skills a plus)
- Mandatory experience in training for international e-commerce chat processes
- Strong understanding of international e-commerce operations such as orders, returns, refunds, cancellations, payments, and cross-border logistics
- Experience in delivering process, product, soft skills, and chat upskilling training
- Willingness to work in rotational shifts aligned with global business requirements
- 1–5 years of relevant experience in process training (line trainer experience will also be considered)

Preferred Candidate Profile

- Candidates currently based in or willing to relocate to Gurgaon
- Prior exposure to international chat-only support environments
- Self-driven, proactive, and adaptable to fast-paced global operations