customer training specialist

Tabby | تابي

<div>
 
 
 Department:
 
 Customer Support Ops
 
 
 
 Location:
 
 KSA
 
 
 
 Compensation:
 
 ر.س11,000 / month
 
 
 
 
 Description
 
 
 
 We are looking for a Customer Service Trainer &amp; Quality Specialist to join our team in KSA. The ideal candidate will be fluent in Arabic and English and have a strong understanding of customer service principles, best practices, and the cultural nuances of the GCC region.
 
 
 In this role, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions to enhance customer satisfaction and retention. Additionally, you will 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.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content to the content team
 </li>
 <li>
 Ensure proper documentation, notification, escalation, tracking and follow up of Nesting log-in , coaching, feedback sessions
 </li>
 <li>
 Analyze and identify root causes of dissatisfaction and recommend solutions to improve customer satisfaction
 </li>
 <li>
 Complete your monthly log-in hours to stay updated on the Product and Process Knowledge
 </li>
 <li>
 Participate in Quality Calibrations sessions
 </li>
 <li>
 Provide recommendations for procedural improvements (NHT student feedback)
 </li>
 <li>
 Monitor and evaluate the effectiveness of training programs, and make necessary adjustments to improve outcomes
 
 
 
 </li>
 </ul>
 
 Skills, Knowledge and Expertise
 
 
 
 <ul>
 <li>
 You have 5+ years of experience in customer service, with a proven track record of success
 </li>
 <li>
 You have 5+ years of experience in designing and delivering training programs (both NHT and OJT/Nesting)
 </li>
 <li>
 You have a bachelor's degree in a related field (e.g. communication, psychology, business)
 </li>
 <li>
 You are Fluent in English and Arabic, with a deep understanding of the cultural nuances of the GCC region
 </li>
 <li>
 You have strong communication and facilitation skills, with the ability to effectively communicate in both English and Arabic (for NHT, OJT/Nesting, Quality Calibrations)
 </li>
 <li>
 You are able to work independently and as part of a team.
 </li>
 <li>
 You have Excellent organizational and time management skills.
 
 
 
 
 
 </li>
 </ul>
 
 Preferred qualifications:
 
 
 
 <ul>
 <li>
 Experience with designing and facilitating virtual and face to face training.
 </li>
 <li>
 Knowledge of adult learning principles and instructional methodologies in training and development.
 </li>
 <li>
 Experience with learning management systems (LMS or LXP).
 </li>
 <li>
 Certification in customer service training or related soft skills.
 
 
 
 </li>
 </ul>
</div>

Customer Service Trainer - KSA Residence

The Emirates Group

<div><h5 class="jobSectionHeader">Job Purpose
</h5>At Emirates, our retail and contact centres operate globally! Our international teams play a crucial role in representing our brand, and providing our customers with up to date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers!
As Contact Centre Training &amp; Quality Specialist , you need to effectively manage and lead the Contact Centre Training and Quality team to design, develop, implement and evaluate appropriate quality, learning and development solutions to deliver an end-to-end exceptional customer and employee experience. Ensure the training and quality strategy is implemented and in line with overall Retail and Contact Centre (R&amp;CC) strategic goals.
In this role, you will:
<ul><li>Lead the Training and Quality team to deliver exceptional customer and employee experience across the contact centres. Identify and review performance goals, competencies and development plans. Manage performance, motivate, engage and develop the team.
</li><li>Create, review and evaluate learning and training methods, material and recommend and develop innovative solutions to ensure all training facilitates learning and is engaging, relevant, fit for purpose, effective and adheres to global quality standards. Create programmes to ensure learning is engaging and present throughout the contact centre employee journey across all grade levels, cultures and demographics.
</li><li>Set the training standard for the Training and Quality team to follow. Provide relevant criteria to sign off individuals to deliver all content and authorised training programmes and personally deliver training programmes when required.
</li><li>Liaise with R&amp;CC head office, Contact Centre management, and Resource Planning teams to schedule training and quality resource and attendee nominations to ensure programmes are developed and delivered in a timely manner to meet immediate, medium, and long-term business needs. Confirm course placements and ensure eligibility criteria are met. Ensure attendance and programme results are recorded in the corporate Learning Management System.
</li><li>Ensure quality management is achieved throughout employee and customer journeys within the contact centre teams. Create programmes to engage teams and enable them to understand and deliver on quality goals. Monitor overall performance and provide coaching to leadership teams and consultants when required. Look for areas of improvement and create plans to address either internally or alongside, relevant product owners and stakeholders.
</li><li>Foster and develop relationships with colleagues across R&amp;CC and other EK departments such as EKAS, Skywards, CASA, RO and L&amp;T as well as external partners to ensure that quality programmes and learning and development solutions are benchmarked and aligned with latest developments, innovations and industry best practise.
</li><li>Project manage new quality and training requirement programmes. Ensure specified criteria are met on time and within budget. Contribute and participate in overall business development and improvement projects and initiatives where required.
</li><li>Ensure industry and legislative requirements in relation to training and quality are understood, practised, trained and governed within the team to ensure internal and external regulatory compliance.
</li><li>Create and share reports which demonstrate training and quality progress against defined goals to R&amp;CC head office and Contact Centre management teams. Provide programme delivery, management of pre and post trainee contact time and evaluation reports, and share insights with relevant stakeholders.
</li></ul><h5 class="jobSectionHeader">Qualification
</h5>To be considered for the role, you must meet the below requirements:
<ul><li>Bachelor&rsquo;s degree (12+3 or equivalent) with over 5 years of experience in customer service and call centre operations.
 
</li><li>Experience in Leadership and training role, preferably in a reservations and contact centre environment
</li><li>Coaching and people development.
</li><li>Training content creation and delivery
</li><li>Reservations and ticketing.
</li><li>Working knowledge of contact centre procedures and methodology.
</li><li>Strong analytical ability and diagnostic and problem-solving skills.
</li><li>Ability to communicate, negotiate and influence effectively.
</li><li>Training delivery and coaching skills.
</li><li>Presentation skills.
</li></ul>Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.
<h5 class="jobSectionHeader">Salary &amp; benefits
</h5>Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it&rsquo;s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers .</div>

Contact Centre Training & Quality Specialist

DSI Systems Inc.

<div>DSI, an authorized AT&amp;T Representative partner, has an immediate career opportunity for an AT&amp;T Contact Center Trainer for Small Business training efforts.
Before you apply, please read the following questions, and ask yourself if they are describing you:<ul>
<li>Are you a contact center trainer, skilled in the areas of demonstrating and teaching exemplary customer service, specifically taking inbound customer/seller calls, properly ticketing and dispositioning them, and researching customer/seller issues to resolution?</li>
<li>Do you have the natural confidence to manage an agent learning library, watching over and updating it every day to keep pace with ever-changing offers, products, services, and system changes, immediately bringing the issues and solutions that are discovered and solved every day directly to agents?</li>
<li>Do you have the ability and experience to grow, develop, and work alongside a group of agents, demonstrating to them what good customer service sounds like?
</li></ul>If you think these questions describe you, and you are passionate about training, problem-solving, research, and everything in between, then we want you on our team! 
 
Travel: 30 &ndash; 50% national and international travel as required for business needs
 
Office requirement: This role will report to our office in Richardson, Texas
About DSI
Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions&mdash;all designed to drive growth and operational efficiency.
At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets&mdash;including mobility, broadband, video, commercial, residential, Lodging &amp; Institutions, and Multi-Dwelling Units&mdash;empowering our sales partners to uncover new opportunities and maximize their potential.
The qualified candidate will be able to:<ul>
<li>Identify and deliver on the agent training needs through constant immersion in the contact center</li>
<li>Develop and deliver energetic and engaging training, meetings, and huddles</li>
<li>Tackle mastery of knowledge of ever-changing offers, products, and services, as well as unique and complex call center system, ticketing, and order entry systems and processes</li>
<li>Have a thorough understanding and knowledge of call center environments and culture and be able to &ldquo;talk the talk&rdquo; by not just teaching, but by being able to demonstrate on a live call what good customer service sounds like</li>
</ul>Responsibilities<ul><li>
Handle in-bound sales support calls along with agents from various retail locations, listening to, understanding, and providing need-based sales solutions for store associates and their customers.</li></ul><ul>
<li>Track customer inquiries and resolutions, logging calls with various dialer and ticketing software platforms</li>
<li>Handle inbound call volume along with agents, demonstrating proper soft skills to ensure a high level of customer support and customer satisfaction</li>
<li>Responsible for the day-to-day management of the agent-facing learning library of materials, identifying gaps in the library and moving quickly to update</li>
<li>Provide up-to-the-minute communication of changes in offers and updates in processes to stakeholders, i.e., training team, agents, team leaders, and supervisors</li>
<li>Through immersive experience, trainers will provide on-site training and agent education, including, but not limited to, group training, side-by-side instruction and coaching for agents, team leaders, and supervisors</li>
<li>Work in close contact with the Lead Trainer to ensure timely and appropriate training material development and roll-out</li>
<li>Being immersed in the environment and working side-by-side with agents to intimately know, understand, and train to varying situations to all stakeholders</li>
<li>Become subject matter expert and proactively own opportunities for improvement and training.
</li><li>Keep current on processes, systems, and issues to troubleshoot and problem solve</li>
<li>Continuously educating agents on AT&amp;T-related product and service training in a dynamic, energetic, personable, engaging fashion</li>
<li>Player/trainer who will take inbound calls, create tickets alongside agents after extensive research to resolve customer issues</li>
<li>Help build, update, and maintain sales &amp; training presentations (PowerPoint, videos, etc.), job aids, and reference materials for learning optimization across all assigned platforms and audiences &ndash; with primary focus on AT&amp;T products and services</li>
<li>Ability to gain insight and formulate patterns to bring a unified training message throughout our programs</li>
</ul>Requirements<ul><li>
Clear, dynamic, &amp; precise communication skills to all levels of employees, from entry-level agents to leadership, both inside and outside our organization</li></ul><ul>
<li>Minimum 2 years&rsquo; telecommunications call center experience</li>
<li>Minimum 2 years of presentation and training in curriculum development</li>
<li>Proficiency in many forms of audience-driven content creation, design, and delivery, especially Microsoft&rsquo;s PowerPoint, with a detailed eye towards designing and delivering slides</li>
<li>Deliver clear, engaging, aesthetically formatted, and PowerPoint content with quickness and ease</li>
<li>Microsoft Office Suite (PowerPoint, Excel, Word, Outlook); strong computer proficiency, web conferencing (ex. Zoom, WebEx, MS Teams), and A/V setup and troubleshooting skills (projector setup, TV and audio systems, etc.)</li>
<li>Ability to manage multiple deadlines for all partners, internal and external</li>
<li>QA and/or QA leadership experience</li>
<li>Trello competency</li>
<li>Minimum 2 years&rsquo; telecommunications call center experience</li>
<li>Minimum 2 years of presentation and training in curriculum development</li>
</ul>Benefits<ul>
<li>Medical, Dental, Vision, Disability, and Life insurance are available on the first day of the month following your first day of employment &ndash; no extended waiting period!</li>
<li>401k Plan with employer matching
</li><li>Paid vacation, personal/sick days, and bereavement time</li>
<li>Employee Profit Sharing Program</li>
<li>50% AT&amp;T wireless discount</li>
<li>Paid training</li>
<li>Advancement opportunities, we prefer to promote from within!</li></ul></div>

AT&T Small Business Training Specialist

Mercury Broadband

<div>Do you enjoy helping others? Find fulfillment in fixing the issues of troubled customers and bringing back as mile to their face and cheerfulness to their voice? Do you have a customer success first style attitude? Then our Customer Support department is the perfect opportunity for you to learn, grow, and thrive with a like-minded culture and team. 
Organization: Mercury Broadband is a leading provider of high-speed Internet and digital phone service. The Company was founded in Topeka, KS, after recognizing a need for Broadband Internet access in rural America. A hybrid approach to serving these &quot;last-mile&quot; customers was developed by extending high capacity fiberoptic networks with the range, reliability, and flexibility of carrier-class wireless technologies. Today Mercury Broadband&rsquo;s rapidly expanding network is headquartered in Kansas City and provides Internet access to communities throughout five states across the Midwest. 
 
Position Summary: Mercury Broadband is looking for an energetic and positive personality to serve subscribers by providing product and service information, making recommendations, and providing technical support. This is an entry-level position, which we provide on the job training and teach the skills required to be promoted within the company. 
 
Location: Mission, KS, or Topeka KS for Training based on hiring location, then remote position 
Position Type: Full Time 
Compensation: $18.00/hr 
Benefits: 401k, Paid Training 
Key Responsibilities:<ul><li>
Provide support for customer premise equipment and personal computing devices including PCs, tablets, and routers</li></ul> 
<ul><li>
Ability to analyze and diagnose Internet or computer related technical support issues, and aid with troubleshooting and resolving these issues</li><li>
Attract potential subscribers by professionally and accurately answering product and service inquiries</li><li>
Make product and service recommendations based on customer needs</li><li>
Address billing inquiries and assist subscribers with their accounts in a timely manner</li><li>
Address customer concerns in a courteous and professional manner</li><li>
Schedule surveys, installations, and repairs</li></ul> 
Skills and Requirements:<ul><li>
Basic computer skills and proficiency with Microsoft Office</li><li>
Basic understanding of command line</li><li>
Use of PC based applications to answer sales inquiries, maintain records, diagnose basic support issues, and provide technical assistance as needed</li><li>
Knowledge and ability to operate, configure, and assist with routers, switches, personal computers, tablets, and related peripheral devices</li><li>
Self-Motivated with desire to deliver exceptional and timely customer service</li><li>
Customer support oriented and professional in appearance</li><li>
Ability to communicate effectively, both orally and in writing</li></ul> 
Education Requirements:<ul><li>
High School Degree or Equivalent</li><li>
Associates Degree in PC Repair, Networking, or related field preferred</li><li>
COMP TIA A+ Certification or equivalent preferred</li><li>
1-2 years Customer Service experience preferred</li></ul> 
Physical Requirements:<ul><li>
While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.</li><li>
Specific vision abilities required by this job include close vision requirements due to computer work.</li><li>
Light to moderate lifting may be required.</li><li>
Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.</li><li>
Ability to sit at a computer terminal for an extended period.</li></ul> 
Mercury Broadband is committed to a diverse and inclusive workplace. Mercury is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact the Human Resources Department.</div>

Customer Support Representative- Training in office then Remote

Lead the Training and Quality team to deliver exceptional customer and employee experience across the contact centres. Identify and review performance goals, competencies and development plans. Manage performance, motivate, engage and develop the team.
Create, review and evaluate learning and training methods, material and recommend and develop innovative solutions to ensure all training facilitates learning and is engaging, relevant, fit for purpose, effective and adheres to global quality standards. Create programmes to ensure learning is engaging and present throughout the contact centre employee journey across all grade levels, cultures and demographics.
Set the training standard for the Training and Quality team to follow. Provide relevant criteria to sign off individuals to deliver all content and authorised training programmes and personally deliver training programmes when required.
Liaise with R&amp;CC head office, Contact Centre management, and Resource Planning teams to schedule training and quality resource and attendee nominations to ensure programmes are developed and delivered in a timely manner to meet immediate, medium, and long-term business needs. Confirm course placements and ensure eligibility criteria are met. Ensure attendance and programme results are recorded in the corporate Learning Management System.
Ensure quality management is achieved throughout employee and customer journeys within the contact centre teams. Create programmes to engage teams and enable them to understand and deliver on quality goals. Monitor overall performance and provide coaching to leadership teams and consultants when required. Look for areas of improvement and create plans to address either internally or alongside, relevant product owners and stakeholders.
Foster and develop relationships with colleagues across R&amp;CC and other EK departments such as EKAS, Skywards, CASA, RO and L&amp;T as well as external partners to ensure that quality programmes and learning and development solutions are benchmarked and aligned with latest developments, innovations and industry best practise.
Project manage new quality and training requirement programmes. Ensure specified criteria are met on time and within budget. Contribute and participate in overall business development and improvement projects and initiatives where required.
Ensure industry and legislative requirements in relation to training and quality are understood, practised, trained and governed within the team to ensure internal and external regulatory compliance.
Create and share reports which demonstrate training and quality progress against defined goals to R&amp;CC head office and Contact Centre management teams. Provide programme delivery, management of pre and post trainee contact time and evaluation reports, and share insights with relevant stakeholders.

Chalhoub Group

<div>
 
 INSPIRE | EXHILARATE | DELIGHT
 
 
 
 For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.
 
 
 Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.
 
 
 Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work&reg;.
 
 
 
 What You'll Be Doing
 
 
 
 At Chalhoub we express the exceptional! Working as a Luxury Tech Consultant you will be responsible for achieving individual and collective sales targets while delivering exceptional Guest Experience; and ensuring support in the implementation of CRM, CX and other key customer and people initiatives in-store.
 
 
 <ul>
 <li>
 Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
 </li>
 <li>
 Provide accurate information about Dyson products, services, and promotions.
 </li>
 <li>
 Assist customers with troubleshooting, product setup, and usage guidance.
 </li>
 <li>
 Handle customer complaints and resolve issues to ensure customer satisfaction.
 </li>
 <li>
 Document customer interactions and maintain accurate records.
 </li>
 <li>
 Collaborate with team members to ensure a seamless customer experience.
 </li>
 <li>
 Participate in ongoing training and development programs.
 
 
 </li>
 </ul>
 
 What You&rsquo;ll Need To Succeed
 
 
 
 <ul>
 <li>
 College degree preferred.
 </li>
 <li>
 Strong communication skills, both verbal and written.
 </li>
 <li>
 Excellent interpersonal skills and a customer-centric attitude.
 </li>
 <li>
 Ability to work in a fast-paced environment and handle multiple tasks.
 </li>
 <li>
 Proficiency in using computers and customer service software.
 </li>
 <li>
 Technical background is preferred
 
 
 </li>
 </ul>
 
 What We Can Offer You
 
 
 
 With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.
 
 
 We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.
 
 
 
 We Invite All Applicants to Apply
 
 
 
 It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.
 
 
 We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.
</div>

Customer Care Trainee- Dyson

Raneen

<div>
 
 Company Description
 
 
 Raneen Co. is a biggest retail stores offering housewares, kitchenware, home appliances, and home and garden gifts for the modern home. With nearly 55 retail stores, over 60k products, and over 1 million customers, Raneen is constantly expanding training team so we are looking for new team members.
 
 
 Role Description
 
 
 This is a full-time on-site Senior Training Specialist role located in Giza at Raneen. The Senior Training Specialist will be responsible for developing and delivering training programs, designing instructional materials, providing excellent customer service, and fostering communication among team members.
 
 
 Qualifications
 
 
 &bull;	Strong Communication and Customer Service skills
 
 
 &bull;	Experience in Training &amp; Development&nbsp;
 
 
 &bull;	Proficiency in Instructional Design
 
 
 &bull;	Excellent organizational and time-management skills
 
 
 &bull;	Ability to work well in a team environment
 
 
 &bull;	Previous experience in retail industry is a plus
 
 
 &bull;	Bachelor's degree in Education, Training, Human Resources, or related field
 
 
 Must-have qualifications
 
 
 &bull;	Experience in Training &amp; Development
 
 
 &bull;	Proficiency in Instructional Design
 
 
 &bull;	Excellent organizational and time-management skills
 
 
 &bull;	Ability to work well in a team environment
 
 
 &bull;	Bachelor's degree in education, Training, Human Resources, or related field
 
 
 &bull;	2-5 years of experience in training and development
 
 
 &bull;	Prefer to be located in commutable distance to Giza, Al Jizah, Egypt
 
</div>

Senior Training Specialist

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