Coach for Saudi Culture and Dialect in Customer Service

5 days ago

الرياض, Saudi Arabia Tabby Full time

**Description**:
We're looking for someone who can improve Tabby's customer service by developing and delivering content that enhances communication between the Egyptian CX team and Saudi customers. Coaching should be able to bridge dialect differences while ensuring an understanding of Saudi cultural sensitivities.

**Key Responsibilities**:
**1. Content Development and Training Delivery;**
- Conduct face to face/virtual training sessions for agents,specifically designed to tackle both culture and dialect related misunderstandings that may arise between Tabby’s Saudi customers and Egyptian CX agents.
- The sessions should include practice on real-time scenarios that our agents face from time to time, to ensure that they navigate these scenarios with confidence and empathy
- Build feedback mechanisms with their Quality Analysts to measure improvement -whether the skills are being applied by the Agents in real life interactions

**2. Leadership Coaching**:

- Coach team leaders, trainers and QAs so that they act as multipliers, responsible for coaching their team members and training the new ones.
- Assess the effectiveness of training programs through evaluations, feedback, and performance metrics.

**Skills, Knowledge & Expertise**:

- **Education**:Bachelor's degree in a relevant field such as education, linguistics, communication, or psychology. A master's degree is a plus.
- **Experience**:_A MUST - Proven experience in content development and delivering soft skills training programs, preferably in a Financial Organisation._
- **Communication skills**: Excellent verbal and written communication skills to effectively convey information and engage learners.
- **Interpersonal skills**:Ability to build rapport, establish credibility, and effectively interact with employees at all levels of the organization.

**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.

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