Customer Service Trainer - KSA Residence

SupportFinity™; Riyad Al Khabra; On-site; SAR 100,000 - 190,000; Full time

Job summary

Tabby seeks a Customer Service Trainer & Quality Specialist to join the KSA team. The role requires fluency in Arabic and English and a strong grasp of customer service principles within the GCC context.

You will monitor, evaluate, and improve customer interactions, deliver New Hire Training, and coach frontline reps to raise service quality and cultural competency.

Qualifications

• 5+ years of experience in customer service.
• 5+ years of experience in designing and delivering training programs.
• Bachelor's degree in a related field (e.g., communications, psychology, business).
• Fluent in English and Arabic, with GCC cultural understanding.
• Strong communication and facilitation skills in both languages.
• Able to work independently and in a team.
• Excellent organizational and time management skills.

Responsibilities

• Deliver new hire training and refresher training, and suggest content improvements.
• Track nesting, coaching, and feedback sessions with proper documentation.
• Analyze root causes of dissatisfaction and recommend improvements.
• Maintain monthly login hours to stay updated on product knowledge.

Skills

Customer service

Training design

Bilingual English Arabic

Communication skills

Organizational skills

Independent/team work

Education

Bachelor's degree in related field

Tools

LMS/LXP

Job description

Customer Service Trainer - KSA Residence

Tabby | تابي | Posted Mar 15

Full-time

Riyadh Region

Advanced (5-10 yrs)

Negotiable

Department: Customer Support Ops

Location: KSA

Compensation: ر.س9,000 - ر.س17,000 / month

Description

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

In this role, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions to enhance customer satisfaction and retention. Additionally, you will deliver New Hire Training, ongoing coaching, and on-the-job support to customer service representatives, helping them continuously improve their skills, with a strong focus on communication, service excellence, and cultural competency.

Key Responsibilities

• Deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content to the content team
• Ensure proper documentation, notification, escalation, tracking and follow up of Nesting log-in , coaching, feedback sessions
• Analyze and identify root causes of dissatisfaction and recommend solutions to improve customer satisfaction
• Complete your monthly log-in hours to stay updated on the Product and Process Knowledge

  Skills, Knowledge and Expertise

  • 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/Nesting)
  • You have a bachelor's degree in a related field (e.g. communication, psychology, business)
  • 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/Nesting, 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 and facilitating virtual and face to face training.
  • 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.