Customer Service Supervisor

Description

A well-established company is hiring an experienced and customer-focused Customer Service Supervisor to lead the customer service team, monitor daily operations, handle escalated concerns, and ensure customers receive timely and effective support.

Responsibilities
Supervise and coordinate daily activities of the customer service team.
Assign tasks and monitor staff attendance, productivity, and performance.
Set team targets and monitor key performance indicators.
Handle escalated customer complaints and resolve issues promptly.
Monitor customer interactions to maintain service quality.
Provide coaching, guidance, and feedback to team members.
Conduct team briefings and support staff training.
Prepare daily, weekly, and monthly performance reports.
Coordinate with sales, operations, and other departments to resolve customer issues.
Monitor response times, resolution rates, and customer satisfaction.
Identify recurring customer issues and recommend process improvements.
Ensure staff follow company policies, procedures, and service standards.
Maintain accurate customer records and service documentation.
Motivate team members and maintain a positive working environment.
Assist management with customer service improvement initiatives.
Requirements
Previous experience in customer service, call center, telesales, or a similar role.
Experience in a supervisory or team-leader position is preferred.
Strong leadership and team-management skills.
Excellent communication and interpersonal abilities.
Good problem-solving and conflict-resolution skills.
Strong customer-service orientation.
Basic to good knowledge of CRM and customer service systems.
Good computer and MS Office skills.
Ability to work under pressure and meet team targets.
UAE experience is an advantage.
Ability to work flexible shifts when required.

📩 Interested candidates can send their updated CV to info.jamal.feasibility.studies@gmail.com