Customer Service Trainer - KSA Residence

## Responsibilities - Monitor, evaluate, and improve the quality of customer interactions to enhance customer satisfaction and retention. - Deliver New Hire Training, ongoing coaching, and on-the-job support to customer service representatives, helping them continuously improve their skills, with a strong focus on communication, service excellence, and cultural competency. - Deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content to the content team. - Ensure proper documentation, notification, escalation, tracking and follow up of Nesting log-in, coaching, feedback sessions. - Analyze and identify root causes of dissatisfaction and recommend solutions to improve customer satisfaction. - Complete your monthly log-in hours to stay updated on the Product and Process Knowledge. - Participate in Quality Calibrations sessions. - Provide recommendations for procedural improvements (NHT student feedback). - Monitor and evaluate the effectiveness of training programs, and make necessary adjustments to improve outcomes. ## Requirements - You have 5+ years of experience in customer service, with a proven track record of success. - You have 5+ years of experience in designing and delivering training programs (both NHT and OJT/Nesting). - You have a bachelor's degree in a related field (e.g. communication, psychology, business). - You are Fluent in English and Arabic, with a deep understanding of the cultural nuances of the GCC region. - You have strong communication and facilitation skills, with the ability to effectively communicate in both English and Arabic (for NHT, OJT/Nesting, Quality Calibrations). - You are able to work independently and as part of a team. - You have Excellent organizational and time management skills. ## Nice to 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. ## Benefits - Opportunity to work in KSA Residence. - Potential for professional growth and development. - Collaborative team environment.