Customer Service Trainer - KSA Residence

Tabby; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

A leading financial technology firm in Saudi Arabia is seeking a Customer Service Trainer & Quality Specialist. The role involves delivering training programs, enhancing customer interaction quality, and ensuring high training standards. Ideal candidates will have strong communication skills and over 5 years of experience in customer service and training. The position demands proficiency in both English and Arabic and a deep understanding of the GCC culture.

Qualifications

• 5+ years of experience in customer service with proven success.
• 5+ years of experience in designing and delivering training programs.
• Deep understanding of cultural nuances in the GCC region.

Responsibilities

• Deliver new hire and refresher training, provide recommendations for changes.
• Ensure proper documentation and follow-up of coaching sessions.
• Monitor and evaluate the effectiveness of training programs.

Skills

Fluent in English

Fluent in Arabic

Strong communication and facilitation skills

Excellent organizational and time management skills

Ability to analyze customer dissatisfaction

Education

Bachelor's degree in a related field (communication, psychology, business)

Job description

Overview

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 a bachelor9;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/Nesting)
• 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.

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

Register your interest is not included in this refined description.