Training Specialist - Customer Service

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and Saudi Arabia.

We’re looking for a Customer Service Training Specialist to design, deliver, and continuously improve training programs that empower frontline teams and drive exceptional customer experiences across the region.

What You’ll Do

Training Design & Framework Development

• Design and develop training materials, agendas, facilitator guides, and interactive content tailored to customer service operations in GCC markets.
• Partner with stakeholders to build and evolve Keeta’s customer service training framework aligned with operational and cultural standards.

Training Needs Analysis & Insights

• Conduct end-to-end training needs analysis using performance data, QA audits, and agent feedback.
• Identify skill and knowledge gaps and translate insights into targeted training solutions.

Training Delivery & Facilitation

• Deliver engaging onboarding and ongoing training sessions covering processes, product knowledge, and soft skills.
• Adapt delivery styles to suit multilingual and multicultural audiences.

Evaluation & Continuous Improvement

• Measure training effectiveness through assessments, knowledge checks, and performance metrics.
• Provide actionable insights to continuously enhance learning programs.

On-the-Floor Engagement & Vendor Collaboration

• Work closely with frontline teams through floor observations, coaching, and listening activities to identify operational pain points.
• Partner with BPO training teams to ensure consistency and quality of training delivery across all sites.

Governance & Reporting

• Manage training certification processes, assessments, and documentation.
• Track training KPIs and prepare weekly and monthly performance reports for management.

What We’re Looking For

• Bachelor’s degree.
• 2–3 years of experience in training design and delivery, ideally within customer service or BPO environments.
• Strong proficiency in Urdu and English (Arabic is a plus).
• Advanced skills in instructional design, data analysis, and reporting.
• Comfortable engaging with frontline teams and stakeholders.
• Willingness to travel across GCC and other regions as required.

Why Join Keeta?

Regional & Global Exposure – Build training programs that impact customer service teams across multiple markets.

🎓 High Ownership & Impact – Shape learning strategies that directly influence service quality and performance.

Career Growth – Grow with a fast-scaling, globally expanding organization.

Collaborative Culture – Work with passionate teams committed to excellence and continuous improvement.

Location: Lahore, Pakistan

Apply now or connect with our Talent Team to learn more.

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