Soft Skills & Customer Service Trainer

Nana - Sheraton, Cairo

Applicants for
1 open position
In Consideration
Not Selected
Experience Needed:
More than 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Education Level:
Bachelor's Degree
1 open position
About the Job

Job Summary:

  • We are looking for an organized and experienced trainer to join our organization. The trainer will be responsible for evaluating our needs and current practices and creating and delivering a training development plan complete with materials, tutorials instructions, and learning resources such as online modules and guides especially among the Customer Service and operations departments.
  • The ideal candidate will be a confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance. The trainer will also be responsible for researching and selecting the best platform to deliver and utilize training materials.

Duties and Responsibilities:

Create and develop a Training material that focuses on the following:

  • Culture of Saudi Arabia Product Knowledge Soft Skills
  • Training should include a certification test at the end with a passing score for every agent.
  • Training should address the four types of communication.
  • Training should include shadowing activities.
  • Create and develop training material for new knowledge.
  • Periodically perform TNA.
  • Develop a schedule to assess training needs.
  • Conduct employee surveys and interviews.
  • Consult with other trainers, managers, and leadership.
  • Track and compile collected data.
  • Conceptualize training materials based on data and research.
  • Communicate training needs and online resources.
  • Create training strategies, initiatives, and materials.
  • Contact and utilize outside vendors and resources for instructional technology.
  • Test and review created materials.
  • Maintain a database of all training materials.
  • Instruct employee training and onboarding.
  • Conduct training through new materials.
  • Review employee performance and learning.
  • Coordinate and monitor enrollment, schedules, costs, and equipment.
Job Requirements
  • Bachelor’s degree in education, business, human resources, information technology, or related field.
  • Two (2) years’ previous experience as a trainer, corporate training specialist, or related position.
  • Previous experience dealing with Gulf customers is a big plus.
  • Very good command of English.
  • Very good presentation skills.
  • Solid experience of creating material from scratch.
  • TOT Certificate holder is a MUST.
  • Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software.
  • Experience with technologies and best practices for instructional manuals and teaching platforms.
  • Strong project management skills with the ability to supervise multiple projects.
  • Good interpersonal skills and communication with all levels of management.
  • Organized and able to create multiple timelines, budgets, and schedules.
  • Able to multitask, prioritize, and manage time efficiently.
  • Excellent leadership, team building, and management skills.
  • Encouraging to team and staff; able to mentor and lead.
  • Excellent verbal and written communication skills.
  • Able to analyze problems and strategize for better solutions.
  • Previous experience in the Call Center industry supporting the gulf area is a big plus.
About this Company

Nana is an internet marketplace connecting customers with their favorite grocery stores, pharmacies, and specialty stores. Our mission is to deliver the highest quality of online grocery customer experience with a sense of affection, care, and pride.

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