# Soft Skills Trainer – CRT

**Company**: HP Inc.
**Location**: Bengaluru, Karnataka
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Bengaluru-Karnataka-India/Soft-Skills-Trainer---CRT_3170083?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b3f9bd64-785

## Description

We are seeking a passionate and learner-focused Soft Skills Trainer to support the Customer Resolution Training (CRT) program, with a focus on strengthening customer-facing communication, service excellence, and effective resolution skills among customer support agents.

The ideal candidate will have experience delivering soft skills training in a customer service or contact centre environment and be confident in facilitating interactive learning sessions, conducting role-plays, providing individual coaching, and translating customer experience expectations into observable agent behaviours.

**Key Responsibilities**

- Deliver structured soft skills training interventions aligned with CRT program objectives and customer experience expectations.

- Facilitate interactive sessions on customer-centric communication, empathy, rapport building, and effective resolution skills.

- Use role-plays, case studies, simulations, group activities, and real-world customer scenarios to reinforce learning.

- Conduct individual and group coaching based on call observations, Quality feedback, assessment results, and identified skill gaps.

- Support the implementation and ongoing delivery of CRT learning interventions across relevant agent groups.

**Qualifications & Experience**

- Bachelor’s degree in any discipline; relevant training certifications are an advantage.

- Typically 3–6 years of experience in soft skills training, customer service training, communication coaching, or learning and development.

- Experience in a customer support, BPO, contact centre, or customer experience environment is preferred.

- Demonstrated ability to facilitate soft skills sessions and coach customer-facing employees.

**Core Competencies**

- Facilitation excellence: Creates engaging, interactive, learner-centred sessions.

- Customer empathy: Demonstrates a strong understanding of customer emotions, expectations, and service recovery.

- Coaching effectiveness: Provides specific, constructive, behaviour-based feedback.

- Communication: Communicates with clarity, confidence, and professionalism.

**Success Measures**

- Training delivery completion and adherence to the CRT learning plan.

- Improvement in soft skills assessment and mock-call scores.

- Observable improvement in empathy, active listening, probing, ownership, and expectation setting.

## Skills

### Required
- soft skills training
- customer service training
- communication coaching
- facilitation
- coaching

### Nice to have
- call listening
- mock-call assessments
- Quality feedback
- behavioural coaching
- PowerPoint
- Excel
- virtual training tools

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Source: [Apply at hp.wd5.myworkdayjobs.com](https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Bengaluru-Karnataka-India/Soft-Skills-Trainer---CRT_3170083?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)