Job Title: Customer Service Trainer (iGaming Industry)
Location: Dubai (On-Site)
Job Type: Full-Time (6 Days a Week)
Salary: Competitive (based on experience)
Industry: iGaming (Online Games)
Benefits: Food & Accommodation Provided
We are seeking an enthusiastic and experienced Trainer to join our team and provide training to Customer Service Agents in the iGaming industry. The ideal candidate will be responsible for delivering comprehensive training programs on our gaming software, as well as developing agents’ communication skills to enhance customer support quality. You will play a key role in ensuring our agents are well-equipped to assist players effectively, providing world-class service in a fast-paced, high-growth environment.

REQUIREMENTS:

• 2+ years of experience in a trainer or training coordinator role, ideally in the iGaming industry or customer service environment.
• Strong understanding of gaming software and platforms (e.g., casino games, sportsbook, affiliate systems).
• Exceptional communication and presentation skills, with the ability to explain complex concepts clearly to customer service agents.
• Experience in creating training materials and delivering both one-on-one and group sessions.
• Ability to evaluate agent performance and provide constructive feedback for improvement.
• Strong organizational and time management skills to handle multiple training sessions and schedules.
• Fluency in English (both spoken and written); additional languages (e.g., Hindi, Arabic) are a plus.
• Ability to work 6 days a week and adapt to different shift patterns, depending on the training schedule.
• Patience and empathy, with a passion for helping others succeed.

• Develop and deliver training programs focused on the gaming software, customer service protocols, and effective communication techniques for Customer Service Agents.
• Conduct regular training sessions, both virtual and on-site, to ensure all customer service agents are fully equipped with the necessary skills and knowledge.
• Assess and monitor the performance of agents post-training, providing continuous feedback, coaching, and development.
• Collaborate with the Customer Service and Operations teams to identify training needs and areas for improvement.
• Maintain up-to-date knowledge of all iGaming products, tools, and technologies to train agents effectively.
• Develop training materials, manuals, and guidelines to ensure all agents understand the platform, policies, and procedures.
• Ensure agents are proficient in handling customer inquiries, resolving complaints, and maintaining a positive experience for players.
• Monitor industry trends and updates on customer service best practices, incorporating them into the training curriculum.
• Provide individual coaching sessions as needed to improve agent performance and address specific challenges.
• Ensure compliance with company policies, procedures, and regulatory requirements.