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Customer Service Training specialist

Q-Express Documents Transport

1 - 2 years Dubai - United Arab Emirates

Any Nationality

, Posted on May 9, 2018 1 Opening

Job Description

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At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.
We are looking for a dynamic, organized Trainer, for ME logistics contact center.
The Training team facilitates training of all customer service associates, drives initiatives and programs to improve performance at the local site, and examines data to identify continuous learning needs of the site. Our initial training approach is to facilitate learning for new hires so they focus on both quality and productivity from the beginning. Continuous learning initiatives are developed as a team, with peers at other Customer Service Centers, and with the quality and instructional design community as a whole. Initiatives such as transaction monitoring and coaching labs are supported by this team as well.
The Training Specialist will be responsible for determining the needs of the local team with regards to frequency and duration of ongoing coaching sessions, designing and building content, and using data to determine the effectiveness of your initiatives

Industry Type : Internet / E-commerce / Dotcom
Functional Area : Helpdesk / Customer Service / Telecalling

Desired Candidate Profile

Previous experience as a Trainer or Training Coordinator within a Contact Centre environment (at least 3 months)
Previous experience managing training classes larger than 25.
Must be in good standing.
Excellent Microsoft office skills with experience using PowerPoint, Excel and Word
Able to articulate customer obsession and speak confidently in front of a group
Quick learner with the ability to multi-task & excellent organizational skill
Excellent problem solving abilities
Excellent written and verbal communication skills
Strong inter-personal skills; approachable, enthusiastic, patient, outgoing and ability to effectively motivate trainees
Adaptable to change & flexibility to work extended hours
Willing to spend additional time with associates to assist with knowledge gaps or missed training
Ability to appropriately and professionally address trainee conduct, attendance, and performance issues
Ability to assess trainee performance early on to identify areas of opportunity
Ability to evaluate data, identify issues and make recommendations for Associate quality Required Training Skills
Confident public speaker with excellent group facilitator/presenter skills, able to clearly communicate complex information and to effectively motivate small groups
Superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity
Maintain and update existing locally-derived training programs to include up-to-date information as products and procedures evolve
Demonstrable mastery of techniques and methods used in training, including adult learning concepts
Adjust training and re-training as necessary to match shifting department practices, policies, and tools
Ability to assess trainee performance in class to identify areas for improvement
Qualified Monderator - higly prefered
Required Quality Related Skills
Ability to evaluate data, identify issues and make recommendations for Associate quality improvement processes
Ability to approach problems logically
Ability to evaluate the output of Customer Service Associates (Call Centre Agents) against established guidelines, and communicate the results of this evaluation at the Associate and Area Manager level
Ability to identify local site development needs and filter information to local management as well as to Quality Improvement team
Excellent communication skills- ability to compose grammatically correct, concise and accurately written or spoken information; ability to clearly understand and describe the issues associates face


Logistics Coaching Monitoring Policies Customer service training Tools Strong interpersonal skills Customer Service Associate Instructional design Training Coordinator

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Q-Express Documents Transport

Founded in the year 2005, Souq.com is one the largest e-commerce sites in the Arab world. The award-winning retail business and an online marketplace allow SMEs, merchants, brands and distributors to distribute their products online. The website claims to attract over 35 million visits to its cat alog which features over 1.5 million unique products from 30 different categories. Some of the most popular product categories featured on the website are consumer electronics, household goods, fashion, watches, perfumes, toys, and baby products. The company has its offices in UAE, Egypt, Saudi Arabia and Kuwait. It also has Product and Engineering centers in India and Jordan.

Souq has an employee base of more than 3,000 employees. The company offers competitive salaries and benefits to all its employees. Being a strong believer of employee-employer partnership, it promotes skill training, leadership development, and personal transformation to help them learn and grow along with the business.

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