Customer Service / Aftersales Trainer

Job description / Role

The job role exists to support the Client Markets with appropriate training to support after-sales competence development. The role is based in Dubai and will require travel across the MENA region. The role supports the brands, and will require attendance at Train the Trainer events or observe training courses. Alignment with our processes is paramount for the use of resources and implementation of methodologies, however business needs may drive additional programs as required.

Key Objective:
- Delivery of 120 days of Customer Service Training per year.
- Ensure that the Customer Service competency targets are achieved for aftersales through the planning and delivery of Customer Service Training.
- Maintain the quality of Customer Service training through constant measurement, adaptation, Importer communication and Regional Office communication.

Main Duties & Responsibilities:
- Plan Customer Service Training across the region with the markets and internal departments to achieve the required competency levels.
- Develop and maintain a rolling annual Customer Service Training Calendar with the Non-Technical Training Manager.
- Identify resource requirements and, work with the Non-Technical Training Manager to eliminate any restrictions in delivering a suitable solution.
- Proficient with required courses and deliver training across the markets using the most appropriate training and assessment methods.
- Adapt and develop training courses to market requirements.
- Report monthly on training activity, discuss findings with the Non-Technical Training Manager and amend plans accordingly
- Liaise regularly with all the markets on Customer Service Training to find appropriate training solutions.
- Communicate regularly with internal departments keeping them informed of the development of non-technical training and working together to adapt training to market needs.
- Attend Train-the-Trainer programmes and deliver Train-the-Trainer programmes for in-market trainers.
- Assist the Non-Technical Training Manager on assessment methodologies and monitor assessments for consistency of approach.
- Assist in planning and organising non-technical training for new dealer launches, new product launches and regional training initiatives.

Requirements

- Experience in the field of learning and development (Adult Learning, Blended Learning).
- 5 years of experience in delivering training in Customer Service/ After-sales.
- Experience and knowledge of Customer Service Operations in a retail environment across the various departments such as Parts, Service and Warranty.
- Learning and development qualifications preferred.
- Arabic would be an advantage.

Competencies:
- Strong Organisational Skills - Ability to multitask and prioritise workload
- Fast and responsive - working to strict deadlines
- Proven Communication and interpersonal skills to all levels
- Resourceful, innovative thinker
- Ability to work on own initiative
- Team Player - Maintain close working relationships with all other employees of the business to assist in the facilitation of projects
- Ability to listen and a willingness to learn
- Utmost discretion when dealing with all sensitive and confidential information
- Results and achievement orientated to high standards
- Committed, motivated and passionate about our people and our company
- Flexibility - to travel at short notice

About the Company

Inspire Selection is an award winning recruitment agency, headquartered in Dubai which recruits across the Middle East region. We employ highly knowledgeable, professional consultants who are experts in connecting the right people with the right opportunities. Our reputation has been built upon our honesty, integrity and our ability to source candidates of the highest calibre right across our specialist sectors. As a result, we are recruitment partners to a wide spectrum of organisations - from leading blue chip companies to smaller, local businesses. Sectors we cover include HR, Administration, Finance & Accounting, Legal, Sales & Marketing including Digital Marketing, IT, Oil/Gas/Energy, Engineering, Procurement, Manufacturing, Higher Education.