Customer Service Trainer (Saudi National)

About the role

Tabby is looking for a Customer Service Trainer and Quality Specialist in KSA. The ideal candidate is fluent in Arabic and English and understands customer service principles, best practices and the cultural nuances of the GCC region. You will monitor, evaluate and improve the quality of customer interactions, and train and coach customer service representatives on communication, service excellence and cultural competency.

Key responsibilities

• Deliver new hire and refresher training, and recommend changes to existing training content to the content team
• Ensure proper documentation, notification, escalation, tracking and follow-up of Nesting log-in, coaching and feedback sessions
• Analyze root causes of dissatisfaction and recommend solutions to improve customer satisfaction
• Complete monthly log-in hours to stay updated on product and process knowledge
• Take part in quality calibration sessions
• Recommend procedural improvements based on NHT student feedback
• Monitor and evaluate the effectiveness of training programs and adjust them where needed

Required profile

• 5+ years of experience in customer service
• 5+ years designing and delivering training programs (NHT and OJT/Nesting)
• Bachelor's degree in a related field such as communication, psychology or business
• Fluent English and Arabic, with an understanding of GCC cultural nuances
• Able to work independently and as part of a team, with strong organization and time management

Preferred qualifications

• 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 LXP)
• Certification in customer service training or related soft skills