Customer Service Trainer

7 days ago

Riyad Al Khabra, Saudi Arabia beBee Careers Full time
Job Overview

The ideal candidate will possess a strong understanding of customer service principles, best practices, and cultural nuances of the GCC region.

Main Responsibilities:
  • Training Program Delivery: Deliver new hire training and refresher training programs, making recommendations for changes and enhancements to existing content.
  • Quality Assurance: Ensure proper documentation, notification, escalation, tracking, and follow-up of coaching and feedback sessions.
  • Customer Satisfaction Analysis: Analyze and identify root causes of dissatisfaction and recommend solutions to improve customer satisfaction.
  • Ongoing Training: Complete monthly log-in hours to stay updated on product and process knowledge.
  • Quality Calibration: Participate in quality calibration sessions.
  • Procedural Improvements: Provide recommendations for procedural improvements based on student feedback.
  • Training Effectiveness Evaluation: Monitor and evaluate the effectiveness of training programs, making necessary adjustments to improve outcomes.
Requirements

The successful candidate must have:

  • A Bachelor's degree in a related field (e.g., communication, psychology, business).
  • 5+ years of experience in customer service with a proven track record of success.
  • 5+ years of experience in designing and delivering training programs (both NHT and OJT/Nesting).
  • Fluency in English and Arabic with a deep understanding of the cultural nuances of the GCC region.
  • Strong communication and facilitation skills with the ability to effectively communicate in both English and Arabic.
  • Able to work independently and as part of a team.
  • Excellent organizational and time management skills.
Preferred Qualifications

The ideal candidate will also have:

  • 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.

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