Customer Service Trainer

tabby; Saudi Arabia; On-site; SAR 30,000 - 60,000; Full time

Job summary

An innovative company in KSA is looking for a Customer Service Trainer & Quality Specialist who is passionate about enhancing customer service standards. This role involves delivering impactful training programs, analyzing customer feedback, and ensuring the effectiveness of training initiatives. The ideal candidate will be fluent in Arabic and English, with a strong grasp of the cultural nuances in the GCC region. Join a dynamic team where your expertise will contribute to elevating customer service excellence and fostering a culture of continuous improvement.

Qualifications

• 5+ years of customer service experience with a successful track record.
• Experience designing and delivering training programs (NHT and OJT/Nesting).

Responsibilities

• Deliver new hire and refresher training, recommending updates to content.
• Analyze root causes of customer dissatisfaction and suggest improvements.

Skills

Customer Service Principles

Training Program Design

Root Cause Analysis

Bilingual Communication (Arabic & English)

Organizational Skills

Education

Bachelor of Business Administration (Management)

Bachelor of Arts (Psychology)

Job description

Job Title: Customer Service Trainer & Quality Specialist

Qualifications: Bachelor of Business Administration (Management), Bachelor of Arts (Psychology)

Nationality: Any Nationality

Vacancy: 1

Job Description

We are seeking a Customer Service Trainer & Quality Specialist to join our team in KSA. The ideal candidate will be fluent in Arabic and English, with a strong understanding of customer service principles, best practices, and regional cultural nuances of the GCC.

1. Deliver new hire and refresher training, and recommend updates to training content.
2. Ensure proper documentation, notification, escalation, and follow-up of nesting logins, coaching, and feedback sessions.
3. Analyze root causes of customer dissatisfaction and suggest improvements.
4. Complete monthly login hours to stay updated on product and process knowledge.
5. Participate in quality calibration sessions.
6. Provide procedural improvement recommendations based on customer feedback.
7. Monitor and evaluate training effectiveness, making adjustments as needed.
8. Maintain relevant educational qualifications and experience:

• Bachelor's degree in communication, psychology, business, or related field.
• At least 5 years of customer service experience with a successful track record.
• At least 5 years of designing and delivering training programs (NHT and OJT/Nesting).
• Fluent in English and Arabic, with cultural understanding of the GCC region.
• Strong communication and facilitation skills in both languages.
• Ability to work independently and in teams.
• Excellent organizational and time management skills.

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