Customer Service Trainer

Tabby; Riyadh; On-site; SAR 70,000 - 90,000; Full time

Job summary

A fintech company is seeking a Customer Service Trainer to enhance the skills of customer service representatives in Riyadh. The role involves developing and delivering training programs while requiring strong communication skills in both English and Arabic. Candidates should have a Bachelor's degree and over 5 years of experience in customer service and training program design. The position offers a full-time role, and the ideal candidate will have excellent organizational and time management skills.

Qualifications

• 5+ years of experience in customer service, with a proven track record of success.
• 5+ years of experience in designing and delivering training programs.
• Ability to engage and motivate employees.

Responsibilities

• Develop and deliver training programs for customer service representatives.
• Provide ongoing coaching and support to enhance skills.
• Monitor and evaluate the training effectiveness.

Skills

Fluent in English

Fluent in Arabic

Communication skills

Organizational skills

Facilitation skills

Education

Bachelor's degree in a related field

Tools

Learning Management Systems (LMS)

Authoring tools (Articulate, Captivate)

Job description

The Customer Service Trainer will be responsible for developing, delivering, and evaluating training programs designed to improve the skills, knowledge, and performance of customer service representatives. The role requires an individual with excellent communication skills, a strong understanding of customer service processes, and the ability to engage and motivate employees to enhance their performance.

Job Details

• Application Deadline: April 30, 2025
• Department: Training and Quality
• Employment Type: Full Time
• Location: Egypt
• Workplace type: Onsite
• Reporting To: Janna Arakelian

Key Responsibilities

• Provide ongoing coaching and OJT support to customer service representatives to help them continuously improve their skills, with a focus on communication and cultural competency.
• Liaise with other support teams or product teams as required to resolve request issues in a timely manner while ensuring proper documentation, notification, escalation, tracking. The primary responsibilities are focused on floor support.
• Monitor and evaluate the effectiveness of training programs, and make necessary adjustments to improve outcomes.
• Become the “go to” person within Training and Quality function for questions and problems around product, process, tools and other Customer queries.
• Explain the rationale of not only how things are done, but why.
• Deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material.
• Ensure proper documentation, notification, escalation, tracking and follow up.
• Analyze and identify root causes of dissatisfaction and recommend solutions to improve overall satisfaction.
• Share information required for the team to be successful.
• Provide functional and or technical support.
• Develop and maintain product knowledge, industry knowledge, and best practices.
• Collaborate with other departments, including operations and quality assurance, to identify areas for improvement and develop targeted training programs.
• Participate in Quality Calibrations and align and define procedures or standards, since they would have the knowledge of what the right or best way to execute a task would be.
• Provide recommendations for procedural improvements.

Skills, Knowledge & Expertise

• You have a bachelor's degree in a related field (e.g. communication, psychology, business)
• You have 5+ years of experience in customer service, with a proven track record of success
• You have 5+ years of experience in designing and delivering training programs (both NHT and OJT)
• You are Fluent in English and Arabic, with a deep understanding of the cultural nuances of the GCC region
• You have strong communication and facilitation skills, with the ability to effectively communicate in both English and Arabic (for NHT, OJT, Quality Calibrations)
• You are able to work independently and as part of a team.
• You have Excellent organizational and time management skills.

Preferred qualifications

• Experience with designing digital learning (viz; Authoring tools like Articulate or Captivate).
• Experience with designing and facilitating virtual and face to face trainings.
• Knowledge of adult learning principles and instructional methodologies in training and development.
• Experience with learning management systems (LMS or LXP).
• Certification in customer service training or related soft skills.

If you meet the requirements and are passionate about helping others develop their skills and succeed in customer service, we encourage you to apply for this exciting opportunity.

About Tabby

Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.

The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.

Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

Apply Now

Our Hiring Process

1. Stage 1: Applied
2. Stage 2: Review
3. Stage 3: HR call @Tabby
4. Stage 4: Technical interview @Tabby
5. Stage 5: Assessment
6. Stage 6: Final interview @Tabby
7. Stage 7: Hired

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