Training Specialist

We are looking for a Training Specialist to join our team at Dkhoon AlEmaratia - KSA - Riyadh. This role will be responsible for training and equipping our retail staff with the knowledge and skills needed to deliver exceptional customer service, in alignment with our quality standards. The ideal candidate will have experience in customer service or customer experience roles, with a focus on training or coaching staff in the retail environment.

Key Responsibilities:

1. Conduct hands-on training sessions for employees on the use of the Point of Sale (POS) system to ensure efficient transactions and customer interactions.
2. Ensure that all team members are familiar with the system's features, processes, and troubleshooting steps.

Customer Experience Training:

1. Train retail employees on best practices for delivering a high-quality customer experience, including greeting customers, addressing inquiries, and resolving complaints effectively.
2. Teach staff how to handle difficult situations, upselling, and cross-selling while maintaining a positive and professional demeanor.

Quality Standards Implementation:

1. Familiarize employees with the company's quality standards and how they apply to daily operations and customer service interactions.
2. Evaluate staff performance and provide feedback to ensure adherence to established customer service protocols and standards.

Develop Training Materials:

1. Create and update training materials, manuals, and guides on POS usage, customer service standards, and product knowledge.

Monitor and Assess Progress:

1. Track the progress of new hires and existing employees in the training program, and provide additional coaching where necessary.
2. Assess employees' ability to perform key tasks related to POS transactions and customer service and recommend improvements.
3. Stay updated on the latest trends and tools in customer service and retail technology to improve training and service delivery.
4. Identify opportunities for enhancing the customer experience and incorporate them into the training program.

Collaborate with Store Management:

1. Work closely with store managers and supervisors to ensure all training objectives are met and that the employees are fully supported in applying what they have learned.

Reporting:

1. Provide regular reports on training progress, employee performance, and any issues that arise in the training process.

Requirements:

1. Minimum of 1-2 years of experience in retail, customer service, or similar roles. Previous experience in training or mentoring staff is a plus.
2. Previous experience working in a retail or customer service-focused role.
3. Experience with POS systems and retail technology.
4. Experience in training or coaching teams.
5. BSc degree in Sales, Business Administration or relevant field.
6. Strong communication and presentation skills.
7. Ability to explain complex concepts in a clear and simple manner.
8. Problem-solving abilities, especially in handling customer complaints and POS-related issues.
9. Strong organizational skills with the ability to manage training sessions effectively.
10. Familiarity with Point of Sale (POS) systems and retail operations.
11. Patient, approachable, and a natural teacher.
12. Detail-oriented with a focus on quality and customer satisfaction.
13. Ability to work independently and as part of a team.