
Transformative Customer Experience Specialist
24 hours ago
Job Title: Customer Service Trainer
We're building a customer-centric ecosystem of digital products and services across the Middle East. Our mission is to deliver value to customers every day by leveraging technology.
We're looking for a skilled Customer Service Trainer who can help us move faster and achieve our goals.
The ideal candidate will have experience in classroom, online, and blended training delivery, with a strong background in adult learning principles.
Key responsibilities include:
- Developing process notes and training content to equip team members with the knowledge they need to succeed.
- Conducting regular training needs analysis to identify areas for improvement and design modules to address knowledge gaps.
- Training new hires and owning critical key performance indicators (KPIs) for the first 45 days.
- Identifying critical issues in processes and taking ownership of bridging the gap.
- Developing individual improvement plans and training non-performers to enhance overall customer satisfaction.
- Auditing customer interactions to find patterns of agent mistakes and developing short training materials to directly address these issues.
- Owning knowledge transfer of new processes, ensuring all employees understand changes.
- Rolling out process changes and related communications.
- Managing the Knowledge Base to ensure it remains relevant.
- Improving overall customer satisfaction scores.
Requirements include:
- Proven experience in classroom, online, and blended training delivery of at least 4-5 years, with a minimum of 2 years as a master trainer.
- Practical implementation experience of ADDIE and Kirkpatrick evaluation models.
- Strong problem-solving, communication, and teamwork skills.
- Fluent in English (written and spoken).
- Ability to work in a fast-paced environment.
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