Customer Service Training Specialist

PULSE; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A training and development organization based in Saudi Arabia is looking for a Customer Service Training Specialist to enhance customer service excellence in customer-facing teams. This role involves designing and implementing training programs, utilizing adult learning principles, and assessing skill gaps to improve service delivery. The ideal candidate will have proven experience in customer service training and a solid understanding of coaching and facilitation techniques, aiming to drive effective customer experiences.

Qualifications

• Proven experience as a Customer Service Trainer or Learning and Development professional.
• Strong background in customer service operations or service quality management.
• Excellent interpersonal, communication, and presentation skills.

Responsibilities

• Design, develop, and deliver customer service training programs.
• Conduct training needs assessments and performance evaluations.
• Measure and evaluate training effectiveness using qualitative and quantitative methods.

Skills

Customer Service Training

Learning and Development (L&D)

Customer Experience (CX)

Adult Learning Principles

Soft Skills Training

Coaching and Facilitation

Job description

Overview

We are seeking a highly skilled and experienced Customer Service Training Specialist to elevate the professional development, communication skills, and service excellence of customer-facing teams operating in Saudi-based customer service environments. This role plays a critical part in shaping Customer Experience (CX) outcomes by equipping employees with the tools, behaviors, and mindset needed to deliver consistent, high-quality service.

The ideal candidate is passionate about Learning and Development (L&D), understands modern customer service best practices, and excels at designing engaging, results-driven training programs using adult learning principles. This position is well suited for professionals who thrive in coaching, facilitation, and continuous improvement environments.

Job Purpose

The primary purpose of this role is to design, implement, and continuously improve modular and comprehensive customer service training programs that strengthen interpersonal communication, enhance customer interactions, and improve overall service delivery. The Customer Service Training Specialist will ensure training initiatives align with organizational goals, customer satisfaction metrics, and evolving customer expectations.

This role requires a strong understanding of customer journey mapping, service quality standards, soft skills development, and performance-based learning, with a clear focus on measurable outcomes and long-term capability building.

Key Duties And Responsibilities

• Design, develop, and deliver engaging, inclusive, and scalable customer service training programs tailored to frontline and support teams
• Apply adult learning methodologies, blended learning techniques, and interactive facilitation to maximize engagement and knowledge retention
• Conduct regular training needs assessments, skills gap analyses, and performance evaluations to identify development priorities
• Continuously update and refine training modules, materials, and curricula based on feedback, KPIs, and evolving service standards
• Enhance employee communication skills, emotional intelligence, conflict resolution, and customer handling techniques
• Embed customer service excellence, empathy, professionalism, and brand representation into all training initiatives
• Measure and evaluate training effectiveness using qualitative and quantitative methods and adjust programs to improve impact
• Collaborate with managers and stakeholders to align training initiatives with operational goals and service performance metrics
• Support onboarding, refresher training, and continuous learning programs for customer service teams
• Promote a culture of continuous improvement, accountability, and customer-centric thinking

Required Qualifications And Experience

• Proven experience as a Customer Service Trainer, Training Specialist, or Learning and Development professional
• Strong background in customer service operations, customer experience (CX), or service quality management
• Excellent interpersonal, communication, and presentation skills
• Demonstrated ability to design, deliver, and evaluate training programs for adult learners
• Solid understanding of adult learning theory, facilitation techniques, and instructional design principles
• Experience assessing training needs and tailoring learning solutions to meet specific business objectives
• Strong coaching, mentoring, and facilitation capabilities
• A service-driven mindset with a passion for developing people and improving customer outcomes

Key Skills Required

Customer Service Training, Learning and Development (L&D), Customer Experience (CX), Training Specialist, Corporate Training, Adult Learning Principles, Soft Skills Training, Communication Skills, Service Excellence, Coaching and Facilitation, Employee Development, Customer Journey, Performance Improvement, Training Needs Analysis, Service Quality, Professional Development, Call Center Training, Customer Support Training