Customer Service Trainer - KSA Residence

تابي; Riyadh; On-site; SAR 100,440 - 189,720; Full time

Job summary

تابي is looking for a Customer Service Trainer for its Customer Support Ops in Riyadh. The role seeks a candidate fluent in Arabic and English with over 5 years of experience in customer service and training. Responsibilities include training new hires, coaching staff, and improving customer interaction quality. The position offers a monthly salary range of ر.س9,000 - ر.س17,000 and requires a bachelor's degree in a related field. Strong communication and organizational skills are essential.

Qualifications

• 5+ years of experience in customer service with a successful track record.
• 5+ years of experience in designing and delivering training programs.
• Fluency in English and Arabic with cultural understanding of the GCC.

Responsibilities

• Deliver new hire training and refresh existing training content.
• Monitor and evaluate customer service quality interactions.
• Analyze and recommend solutions to improve customer satisfaction.

Skills

Customer service

Training programs design

Communication

Facilitation skills

Organizational skills

Education

Bachelor's degree in communication, psychology, or business

Job description

Customer Service Trainer - KSA Residence

Department: Customer Support Ops

Employment Type: Full Time

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
• Participate in Quality Calibrations sessions
• Provide recommendations for procedural improvements (NHT student feedback)
• Monitor and evaluate the effectiveness of training programs, and make necessary adjustments to improve outcomes

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.