Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.
Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2500 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.
Major offices in Sweden (HQ), Canada, Greece, India, Poland and Uruguay.
Location: Pune
We are looking for an experienced candidate to work with us as a Soft Skills Trainer. The ideal candidate should have a proven track record of delivering high-quality soft skills training programs and ensuring quality in customer service delivery in a fast paced and a continuous improvement environment. The span of support would expand beyond India. The candidate should be a self-starter, be able to work independently with minimal supervision, is adaptive to changes, has a zeal to learn and has excellent communication and interpersonal skills.
Responsibilities:
- New Hire Training on Soft Skills - Pre Process Training followed with pre and post assessments
- New Hire Support on Soft Skills during the Process Training
- Consistent alignment with operations by auditing calls, chats & emails
- Support Recruitment Teams to assess the quality of candidates with respect to their communication skills during the interview process
- Understanding needs, conducting refresher training in English - as per requirement
- Demonstrating innovation in training by incorporating the floor requirement into the curriculum
- Conduct engaging and interactive training sessions, workshops, and seminars on various soft skills topics
- Assess participants' needs, skill levels, and progress, and provide constructive feedback for improvement
- Provide one-on-one coaching and support, focusing on improving soft skills and customer-centricity
- Collaborate with stakeholders to understand training requirements and tailor programs accordingly
- Foster a culture of customer-centricity and excellence in customer service
- Manage resources effectively to ensure optimal training outcomes and resource utilization
- Develop and maintain delivery expertise in customer services, staying updated with industry trends and best practices
- Track and report improvements and trainee / project related performance. Should have experience and comfort in working on excel/google sheets / docs / ppt etc. and knows RCA
- Conduct TNI/TNA to identify training needs through audits of calls, emails, and chats, and develop improvement plans accordingly
