Customer Service Trainer – KSA

About the role

We are seeking a bilingual Customer Service Trainer & Quality Specialist to join our operations in Saudi Arabia. The role focuses on elevating the performance of customer service representatives through structured training, coaching, and quality monitoring, ensuring high satisfaction and retention across the GCC market.

Key responsibilities

• Design and deliver new‑hire and refresher training programs, both virtual and face‑to‑face.
• Document, track, and follow up on nesting log‑ins, coaching sessions, and feedback.
• Analyze root causes of customer dissatisfaction and propose corrective actions.
• Maintain up‑to‑date product and process knowledge through monthly log‑ins.
• Participate in quality calibration sessions and provide procedural improvement recommendations.
• Monitor training effectiveness and adjust content as needed.

Required profile

• Minimum 5 years of experience in customer service.
• At least 5 years designing and delivering training (new‑hire, on‑the‑job, nesting).
• Bachelor’s degree in communication, psychology, business or a related field.
• Fluent in English and Arabic with strong understanding of GCC cultural nuances.
• Proven ability to work independently and collaboratively.
• Excellent organizational and time‑management capabilities.

Required skills

• Experience with Learning Management Systems (LMS or LXP).

What we offer

• Competitive monthly salary ranging from SAR 9,000 to SAR 17,000.
• Opportunity to shape customer service excellence in a fast‑growing market.
• Professional development in training design and quality assurance.