Customer Service Trainer - Saudi National | Riyadh, SA

Tabby; Riyadh; On-site; SAR 48,000 - 120,000; Full time

Job summary

A leading company in Saudi Arabia is seeking a Customer Service Trainer to enhance their support operations. The ideal candidate will possess extensive experience in customer service and training, be fluent in both Arabic and English, and have a deep understanding of cultural nuances in the GCC region. This full-time role focuses on delivering training, improving customer interaction quality, and ensuring high employee performance levels.

Qualifications

• 5+ years experience in customer service.
• 5+ years experience designing and delivering training programs.
• Fluent in English and Arabic.

Responsibilities

• Deliver new hire and refresher training to customer service representatives.
• Monitor and evaluate training effectiveness and make improvements.
• Analyze customer dissatisfaction and recommend solutions.

Skills

Communication

Facilitation

Customer Service

Organizational Skills

Time Management

Education

Bachelor's degree in communication, psychology, or business

Tools

Learning Management Systems

Job description

Customer Service Trainer - Saudi National

Customer Service Trainer - Saudi National

Customer Service Trainer - Saudi National

Department: Customer Support Ops

Employment Type: Full Time

Location: KSA

Compensation: ر.س11,000 / 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.

Job ID f377874f-4c98-4b1b-9a17-a1b4b3792438

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