Job Title

EXL is hiring for German Trainer (Assistant Manager) at Gurgaon location.Experience- 4+ yearsEducation- Graduation + C1/ C2 certification mandatoryAbout the RoleWe are looking for a highly skilled German Language Trainer to support our team in enhancing their German language proficiency, especially in customer communication through email and occasional outbound calls. The trainer will play a crucial role not only in teaching language skills, but also in building strong communication etiquette, empathetic responses, and customer trust.Key Responsibilities1. Language Training & Coaching- Conduct regular German language training sessions (grammar, vocabulary, writing, and speaking) for team members. - Improve the team's German email communication, focusing on clarity, tone, etiquette, empathy, and professionalism. - Provide constructive feedback and coaching to develop confident customer communication.2. Communication Quality & Support- Support the team in handling customer queries and emails with high-quality written German communication. - Offer consultative guidance on crafting effective and empathetic email responses. - Assist with translation and interpretation when needed, ensuring contextual accuracy.3. Customer Interaction & Service Recovery- Handle escalated customer dissatisfaction cases by making outbound calls in German. - Listen to customer concerns, demonstrate empathy, and ensure corrective actions are communicated clearly. - Support service recovery by ensuring customers feel heard, respected, and valued.4. Quality Monitoring & Calibration- Conduct sample audits of agent emails and communications to identify gaps and improvement areas. - Participate in calibration sessions with quality teams and operations. - Run mock email exercises and provide coaching to reinforce learning.Requirements- German Language Certification: C1/C2 (Mandatory) – Goethe, ÖSD, TestDaF, or equivalent. - Minimum 2 years of experience as a German trainer, language coach, or corporate language specialist. - Strong understanding of customer service practices, especially in email communication. - Excellent interpersonal skills with a consultative and empathetic communication style. - Ability to coach teams, evaluate performance, and provide detailed feedback. - Comfortable making professional outbound calls to resolve customer dissatisfaction cases.Preferred Skills- Experience in BPO/Customer Support environment. - Strong analytical and quality assessment skills. - Ability to manage multiple training activities simultaneously. - Passion for teaching, coaching, and developing others.Interested candidates can apply on given email id.