Customer Support Trainer
Ounass Dubai
Job Description
Job Overview
Join our vibrant team as a Trainer, where you will play a key role in the planning, preparation, delivery, documentation, and reporting of training activities within a contact center environment for Customer Service Advisors. You will be responsible for delivering onboarding training to all new hires, providing ongoing support throughout their initial training phase and as they transition to live operations.This includes offering feedback, facilitating role plays and focus groups, and leading other learning activities aimed at enhancing their skills and knowledge. In addition, you may occasionally handle customer service calls to mentor team members and demonstrate effective call behaviors and techniques in real time.
What you'll be doing- Accountable for achieving individual training performance metrics, including readiness feedback and certification outcomes.
- Conduct recurrent training sessions and meetings during updates related to policies, procedures, marketing initiatives, and protocols.
- Collaborate with internal Quality Assurance teams to conduct formal and informal training needs assessments, identify skill gaps, and drive continuous improvement in training content and delivery.
- Partner with various departments to define training deliverables, set clear expectations, assess risks, and address specific training requirements for Customer Service Advisors.
- Utilize a range of effective presentation and facilitation techniques, including role-playing exercises, simulations, team activities, group discussions, video content, and lectures.
- Design, develop, and manage training materials for onboarding, upskilling, and redeployment of advisors.
- Deliver, evaluate, and maintain training programs focused on enhancing product knowledge, process awareness, system proficiency, and call-handling skills to meet organizational learning needs.
- Stay up to date with product knowledge by handling live calls, participating in cross-functional meetings, and conducting side-by-side observations.
- Maintain a comprehensive knowledge base in collaboration with the QA team and facilitate monthly assessments to identify and address knowledge gaps.
- Lead initiatives to continuously improve advisors communication and soft skills, with a focus on enhancing English speaking and writing abilities.
- Bachelor's degree in Business, Communication, or a related field.
- 2-3 years of experience in a contact centre environment, preferably within the eCommerce sector.
- Strong negotiation and communication skills.
- Clear communication skills (Arabic and English)
- Exceptional presentation skills, and advanced grasp of PowerPoint.
- Takes ownership of own personal development
- Well-groomed with a pleasant personality
- Training of Trainer (ToT) certification
- Experience working with Learning Management Systems (LMS)
- Ability to design self-guided digital training modules
- Dynamic and collaborative workplace culture.
- Opportunities for professional development and career growth.
- Competitive salary and comprehensive employee benefits.
- Employee discounts and access to exclusive product promotions.
Ready to make an impact in our Operations Team Apply now!
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