Customer Service Trainer (iGaming Industry)

Qureos Inc; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A prominent iGaming company in Dubai is looking for an experienced Customer Service Trainer to enhance the skills of customer service agents. The ideal candidate will have 2 years of experience in training roles, a strong understanding of gaming software, and excellent communication skills. You will deliver training programs, monitor agent performance, and collaborate with various teams to improve service quality. The role requires working 6 days a week with accommodation and food provided, making it an excellent opportunity in a dynamic environment.

Benefits

Accommodation and food provided

Exposure to an international team

Competitive salary based on experience

Qualifications

• 2 years of experience in a trainer or training coordinator role.
• Strong understanding of gaming software and platforms.
• Exceptional communication and presentation skills.

Responsibilities

• Develop and deliver training programs for customer service agents.
• Conduct regular training sessions both virtual and onsite.
• Assess and monitor the performance of agents post-training.

Skills

Communication skills

Training and coaching

Organizational skills

Understanding of gaming software

Job description

Job Title: Customer Service Trainer (iGaming Industry)
Location: Dubai (OnSite)
Job Type: FullTime (6 Days a Week)
Salary: Competitive (based on experience)
Industry: iGaming (Online Games)
Benefits: Food & Accommodation Provided

We are seeking an enthusiastic and experienced Trainer to join our team and provide training to Customer Service Agents in the iGaming industry. The ideal candidate will be responsible for delivering comprehensive training programs on our gaming software as well as developing agents communication skills to enhance customer support quality. You will play a key role in ensuring our agents are wellequipped to assist players effectively providing worldclass service in a fastpaced highgrowth environment.

Key Responsibilities

• Develop and deliver training programs focused on the gaming software customer service protocols and effective communication techniques for Customer Service Agents.
• Conduct regular training sessions both virtual and onsite to ensure all customer service agents are fully equipped with the skills and knowledge.
• Assess and monitor the performance of agents posttraining providing continuous feedback coaching and development.
• Collaborate with the Customer Service and Operations teams to identify training needs and areas for improvement.
• Maintain uptodate knowledge of all iGaming products tools and technologies to train agents effectively.
• Develop training materials manuals and guidelines to ensure all agents understand the platform policies and procedures.
• Ensure agents are proficient in handling customer inquiries resolving complaints and maintaining a positive experience for players.
• Monitor industry trends and updates on customer service best practices incorporating them into the training curriculum.
• Provide individual coaching sessions as needed to improve agent performance and address specific challenges.
• Ensure compliance with company policies procedures and regulatory requirements.

Requirements

• 2 years of experience in a trainer or training coordinator role ideally in the iGaming industry or customer service environment.
• Strong understanding of gaming software and platforms (e.g. casino games sportsbook affiliate systems).
• Exceptional communication and presentation skills with the ability to explain complex concepts clearly to customer service agents.
• Experience in creating training materials and delivering both oneonone and group sessions.
• Ability to evaluate agent performance and provide constructive feedback for improvement.
• Strong organizational and time management skills to handle multiple training sessions and schedules.
• Fluency in English (both spoken and written); additional languages (e.g. Hindi Arabic) are a plus.
• Ability to work 6 days a week and adapt to different shift patterns depending on the training schedule.
• Patience and empathy with a passion for helping others succeed.

Benefits

• Accommodation and food provided during the duration of employment.
• Opportunity to work in a dynamic and fastpaced iGaming environment.
• Exposure to an international team and diverse work culture.
• Competitive salary based on experience.