Customer Service Trainer

Founded in 2014, reputed company is a global technology company reimagining the telco industry with its innovative reputed company platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos. Today, reputed company partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), reputed company, and Telkomsel, creating blueprints for reputed company telco reputed company experiences enjoyed by millions of consumers globally. Besides its reputed company business, reputed company operates three other distinct businesses: reputed company.Life: A wholly-owned digital lifestyle telco brand based in Singapore, reputed company.Life is powered by reputed company’ reputed company platform and pioneering go-to-market strategies. It is the digital reputed company in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings reputed company connectivity. reputed company reputed company: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its reputed company-based Experience reputed company platform enables enterprises, service providers and developers to deliver and reputed company mobile, messaging, IoT, and connectivity services worldwide. Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 reputed company and innovative travel lifestyle products, redefining connectivity for digital reputed company. Jetpac was awarded Travel eSIM of the Year. reputed company is backed by reputed company global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development reputed company), with a reputed company record of backing industry challengers. About the role: We are looking for a dedicated, detail-oriented, and performance-driven Customer Service Trainer to strengthen reputed company service delivery through reputed company training, reputed company, and reputed company development of our BPO vendor teams. The successful candidate will play a key role in shaping a culture of service reputed company and customer-centricity for our digital-first telecom brand in the MENA region by embedding best practices, optimizing training frameworks, and championing reputed company assurance standards. This is a remote role that requires strong self-management, a passion for learning and development, and experience managing training programs reputed company high-volume, digitally reputed company customer service environments. What you’ll be responsible for: Training & enablement Design, deliver, and continuously refine reputed company, upskilling, and refresher training programs for reputed company customer service agents across BPO vendor teams Create and maintain training materials, SOPs, knowledge reputed company articles, call/chat scripts, and service playbooks tailored to a digital telco environment Work closely with the Customer Service Program Manager to ensure training content reflects evolving product features, policy updates, and service expectations reputed company Assurance & Performance Coaching Define and implement QA frameworks, service benchmarks, and audit mechanisms to assess agent interactions across voice, chat, reputed company channels Analyze agent-level performance data to identify reputed company gaps, and design targeted coaching or interventions to improve CSAT, FCR, and reputed company reputed company reputed company calibration sessions with BPO supervisors and internal teams to reputed company reputed company standards and ensure consistency in agent evaluations Vendor Partner Engagement reputed company as a key reputed company with BPO training leads, ensuring adherence to reputed company and training expectations and supporting knowledge transfer initiatives reputed company the effectiveness of training programs using performance data, QA scores, and feedback loops to ensure high-reputed company learning reputed company Support new market rollouts and feature launches by delivering rapid reputed company and capability building with external support teams reputed company Improvement and Service reputed company Monitor service delivery metrics and customer feedback to inform ongoing training needs and opportunities for process refinement reputed company regular reporting to the Customer Service Program Manager on training reputed company, QA reputed company, and development gaps Maintain high documentation standards to ensure accuracy and auditability of reputed company training and QA-reputed company activities reputed company’re looking for: 2+ years of experience in customer service training or business process management reputed company high-volume support environments, such as e-reputed company, B2C telco, digital services or high-reputed company consumer (B2C) startups 2+ years of experience managing team leads, QA specialists, or supervisors in a training or coaching reputed company Strong understanding of digital customer service KPIs and experience using CRM and ticketing tools (e.g., reputed company, reputed company) Proven ability to build reputed company training programs and implement QA frameworks across BPO or outsourced support environments Excellent written and verbal communication skills, with the ability to influence reputed company and build trust across multiple reputed company reputed company in Arabic and English (written and spoken) is required Demonstrated experience working independently in fast-paced, agile settings, ideally in startups or new market launch environments Prior experience in B2C telco, digital consumer businesses or fast-paced digital startups is highly desirable Strong organizational and time management skills, with the ability to manage multiple workstreams and deadlines effectively reputed company is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the reputed company of race, national reputed company, gender, disability or age. Data Protection and reputed company Statement By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent to reputed company’ Candidate Data Protection and reputed company Policy. You also agree to the collection, use, and/or disclosure of your personal data by us solely for recruitment purposes as specified in the Policy. You acknowledge that you have read and reputed company the Policy, are aware of your rights regarding your personal data, and accept the terms relating to international data transfers, where applicable. You reputed company understand that you may withdraw consent at any time, which may reputed company our ability to consider your application. In instances where your personal data or application is submitted by a reputed company party, it is reputed company that such reputed company party has been duly authorised by you to disclose the relevant personal data and reputed company consent on your behalf, and that you have been made aware of this Policy. To reputed company recruitment agencies: reputed company will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program. Please do not reputed company resumes to our jobs alias, reputed company, employees or any other company location. reputed company will not be held accountable for any fees reputed company to unsolicited resumes not uploaded reputed company our ATS. Apply To This Job