Customer Service Supervisor

Job Overview

We are seeking a skilled Customer Service Supervisor to lead and oversee our customer service team, ensuring a superior and uniform customer experience across various digital communication platforms.

Key Duties

• Oversee and direct the customer service representatives managing communications on Twitter, Instagram, WhatsApp, and other online channels.
• Maintain brand consistency by ensuring customer interactions align with the company's voice and communication standards.
• Supervise daily monitoring of messages, comments, mentions, and direct messages, ensuring timely and quality responses.
• Address critical customer issues and escalate sensitive matters as necessary.
• Manage complaints and potential digital crises to prevent escalation.
• Provide training and mentoring to the team to uphold professional and consistent communication practices.
• Track and analyze customer service performance indicators such as response times, satisfaction levels, and ticket resolution rates.
• Investigate common inquiries and feedback to generate reports aimed at enhancing the customer service experience.
• Collaborate closely with departments including Logistics, Shipping, Order Management, and Content to maintain accurate and seamless communication.
• Ensure uniformity in customer service quality across all digital channels and the e-commerce platform.

Required Qualifications

• At least 3 years of experience in Customer Service or Customer Experience, preferably with a background in e-commerce or digital platforms.
• Prior experience in leading or supervising a customer service team.
• Excellent communication abilities in both Arabic and English, with strong problem-solving and complaint management skills.
• Familiarity with tracking and interpreting customer service metrics and generating performance reports.
• Deep understanding of digital customer service tools and social media channels.