Customer Service Supervisor

Overview

Key Responsibilities

• Supervise Registration Counters, Call Center operations, Complaints Management, Suggestions, Feedback, and Customer Surveys.
• Monitor customer wait times and service times in line with company KPIs and provide regular reports to management.
• Handle customer escalations and resolve complex issues that cannot be addressed by Customer Service Executives.
• Coordinate internal and external communications across branches and departments.
• Ensure all customer service activities are carried out in compliance with the Integrated Management System (IMS) and company procedures.
• Monitor and support customer service staff to ensure customers are served professionally, efficiently, and within defined timelines.
• Investigate and resolve customer complaints in a professional and amicable manner.
• Maintain the decorum and professional image of the front office by adhering to established policies and procedures.
• Drive continuous improvement initiatives to enhance customer satisfaction and service quality.

Requirements

• Bachelor's Degree or equivalent qualification.
• Previous supervisory or team leadership experience is preferred.
• Fluent in **Arabic and English** (spoken and written) – mandatory.
• Strong problem-solving, conflict resolution, and interpersonal skills.
• Excellent communication and reporting abilities.
• Proficient in Microsoft Office applications.
• Ability to work under pressure and manage multiple priorities.

Preferred Candidate

• Arabic-speaking candidates with strong English communication skills.
• Experience in customer-facing service industries.
• Customer-centric mindset with strong leadership abilities.

Benefits

• Competitive salary package.
• Career growth and development opportunities.
• Dynamic and professional work environment.
• Pay: AED4,000.00 - AED6,000.00 per month