CRM Trainer (Customer Relationship Management)

About the Role

The CRM Trainer will be responsible for delivering training on Customer Relationship Management (CRM), customer service excellence, client engagement, communication, and workplace readiness. The role will focus on developing practical skills among trainees to prepare them for opportunities across customer service, CRM, sales, retail, hospitality, BPO, and other service-sector roles.

Key Responsibilities

• Deliver training on Customer Relationship Management (CRM) concepts, customer service excellence, and client engagement techniques.
• Train candidates in effective communication, interpersonal skills, conflict resolution, and customer complaint handling.
• Conduct sessions on customer lifecycle management, sales support, customer retention, and relationship-building strategies.
• Provide practical training on CRM software, customer data management, call handling, email etiquette, and service documentation.
• Develop lesson plans, presentations, training materials, assessments, and practical exercises in line with the approved curriculum.
• Conduct role plays, case studies, mock customer interactions, and group activities to enhance practical learning.
• Assess trainee performance through written tests, practical evaluations, assignments, and regular feedback.
• Monitor trainee attendance, progress, discipline, and overall learning outcomes.
• Mentor trainees in workplace readiness, professional etiquette, time management, teamwork, and problem-solving skills.
• Conduct mock interviews and support trainees in resume building, interview preparation, and employability skills.
• Coordinate with the Placement Officer to facilitate trainee placements in customer service, CRM, sales, retail, hospitality, BPO, and other service-sector organizations.
• Maintain training records, assessment reports, attendance registers, and other documentation as per organizational guidelines.
• Ensure timely completion of the training curriculum while maintaining high-quality training standards.
• Keep trainees updated on emerging customer service trends, CRM tools, digital communication channels, and industry best practices.
• Participate in faculty meetings, workshops, and capacity-building initiatives organized by the organization.
• Perform any other academic or administrative responsibilities assigned by the management.

Must have skills and competencies

• Minimum 2–3 years of experience in Customer Relationship Management (CRM), customer service, sales, retail, hospitality, BPO, or CRM training.
• Strong knowledge of customer engagement, customer retention, service quality, complaint handling, and CRM processes.
• Excellent communication, presentation, facilitation, mentoring, and interpersonal skills.
• Proficiency in MS Office and CRM software/tools will be an added advantage.

Preferred Qualifications

• Graduate/Post-Graduate in Business Administration (MBA), Marketing, Customer Relationship Management, Commerce, Management, Hospitality, Communication, Psychology, or any related discipline.