Customer Service Trainer - KSA Residence📣 Job Ad

About the Role

Tabby is seeking a Customer Service Trainer & Quality Specialist to join our team in Riyadh, Saudi Arabia. This full-time position within the Customer Support Operations department is focused on enhancing customer satisfaction and retention across the KSA region. The role requires a strong understanding of customer service principles, best practices, and the cultural nuances of the GCC region, alongside fluency in both Arabic and English.

Key Responsibilities

• Deliver comprehensive new hire training and ongoing refresher training programs for customer service representatives.
• Provide recommendations to the content team for changes and enhancements to existing training materials.
• Ensure proper documentation, notification, escalation, tracking, and follow-up of nesting, coaching, and feedback sessions.
• Analyze customer dissatisfaction to identify root causes and propose effective solutions for improvement.
• Complete monthly login hours to maintain up-to-date product and process knowledge.
• Actively participate in Quality Calibration sessions.
• Offer recommendations for procedural improvements based on feedback from new hire training participants.
• Monitor and evaluate the effectiveness of training programs, implementing adjustments to enhance outcomes.

Qualifications and Requirements

• A minimum of 5 years of experience in customer service with a demonstrated record of success.
• A minimum of 5 years of experience in designing and delivering training programs, including New Hire Training (NHT) and On-the-Job/Nesting training.
• A Bachelor's degree in a related field such as Communication, Psychology, or Business.
• Fluency in both English and Arabic, with a deep understanding of the cultural nuances of the GCC region.
• Strong communication and facilitation skills, with the ability to deliver training and conduct sessions effectively in both English and Arabic.
• Ability to work independently and collaboratively within a team environment.
• Excellent organizational and time management skills.

Required Skills and Competencies

• Customer Service Principles
• Customer Service Best Practices
• Communication Skills
• Service Excellence
• Cultural Competency
• Facilitation Skills
• Organizational Skills
• Time Management Skills
• Experience designing and facilitating virtual and face-to-face training.
• Knowledge of adult learning principles and instructional methodologies.
• Experience with Learning Management Systems (LMS) or Learning Experience Platforms (LXP).
• Certification in customer service training or related soft skills is preferred.

Work Details

This is a full-time position based in Riyadh, Saudi Arabia. The role requires a combined experience of over 10 years in customer service and training. The salary range for this position is SAR 9,000 - SAR 17,000 per month.