Customer Service Trainer (iGaming Industry)

Qureos Inc; Dubai; On-site; AED 40,000 - 80,000; Full time

Job summary

Join a dynamic and fast-paced company as a Customer Service Trainer in the iGaming industry! In this exciting role, you'll develop and deliver comprehensive training programs for customer service agents, enhancing their skills and knowledge on gaming software and customer service protocols. You'll collaborate with various teams to ensure agents are well-equipped to provide world-class service. With a focus on continuous improvement, your contributions will play a vital role in shaping a high-performing customer service team. This is a fantastic opportunity to thrive in an international environment while making a significant impact.

Benefits

Food Provided

Accommodation Provided

Dynamic Work Environment

International Team Exposure

Qualifications

• 2+ years of experience in training roles, preferably in iGaming.
• 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 and assess agent performance.
• Collaborate with teams to identify training needs and improvements.

Skills

Training Coordination

Communication Skills

Gaming Software Knowledge

Presentation Skills

Organizational Skills

Fluency in English

Patience and Empathy

Education

Experience in iGaming or Customer Service

Tools

Training Materials Development

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 necessary 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.