Customer Service Trainer (iGaming Industry)

Qureos Inc; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

Une entreprise dynamique dans l'industrie iGaming recherche un formateur de service client passionné pour rejoindre son équipe à Dubaï. Le candidat idéal jouera un rôle clé dans la formation des agents pour fournir un service client de premier ordre, en s'assurant qu'ils maîtrisent les outils et procédures nécessaires pour répondre aux demandes des joueurs efficacement. Ce poste à temps plein offre une opportunité d'exposer à un environnement international et varié, avec une rémunération compétitive.

Benefits

Logement et nourriture fournis

Exposition à une équipe internationale

Qualifications

• Plus de 2 ans d'expérience dans un rôle de formateur, idéalement dans l'industrie iGaming.
• Compréhension solide des logiciels de jeu et des plateformes.
• Capacité à évaluer la performance des agents et à fournir des retours constructifs.

Responsibilities

• Développer et dispenser des programmes de formation sur le logiciel de jeu et les protocoles de service à la clientèle.
• Effectuer des sessions de formation régulières pour assurer que les agents sont bien préparés.
• Collaborer avec les équipes pour identifier les besoins en formation et les domaines d'amélioration.

Skills

Communication

Organizational Skills

Presentation Skills

Patience

Empathy

Tools

Gaming Software

Job description

Job Title : Customer Service Trainer ( iGaming Industry)

Location : Dubai (On-Site)

Job Type : Full-Time (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 well-equipped to assist players effectively, providing world-class service in a fast-paced, high-growth 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 on-site, to ensure all customer service agents are fully equipped with the necessary skills and knowledge.
• Assess and monitor the performance of agents post-training, providing continuous feedback, coaching, and development.
• Collaborate with the Customer Service and Operations teams to identify training needs and areas for improvement.
• Maintain up-to-date 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 one-on-one 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 fast-paced iGaming environment.
• Exposure to an international team and diverse work culture.
• Competitive salary based on experience.

Customer Service • United Arab Emirates, AE