Customer Service Supervisor

About the Role

We are seeking a seasoned Customer Service Supervisor to oversee our customer service team and guarantee an outstanding customer experience within our mall operations in Ha'il, Saudi Arabia.

Key Responsibilities

• Lead, inspire, and coach the Customer Service team to enhance their performance and growth.
• Track team performance to ensure achievement of KPIs and adherence to service quality standards.
• Effectively manage and resolve escalated customer complaints and inquiries.
• Deliver prompt and quality responses to customer needs.
• Gather and examine customer feedback to pinpoint improvement areas.
• Prepare and interpret customer service reports, identify trends, and evaluate performance metrics.
• Spot opportunities to optimize and refine customer service procedures.
• Partner with Sales, Marketing, Operations, and other departments to uplift the overall customer experience.
• Run regular team meetings and provide continuous feedback and mentoring.
• Ensure strict compliance with company policies, internal procedures, and confidentiality standards.

Qualifications and Experience

• Bachelor's degree in Business, Communication, or a related discipline.
• Between 5 and 7 years of experience in customer service or related domains.
• Proven experience in supervisory or leadership roles within teams.
• Preferably experienced in retail, malls, or commercial customer service settings.
• Strong familiarity with CRM platforms and customer service software.
• Hands-on experience with KPIs, reporting, and process enhancement.
• Proficiency in English is highly preferred.

Required Skills

• Expertise in Customer Service and Customer Experience management.
• Effective Team Leadership and People Management capabilities.
• Skilled in handling Complaint and Escalation Management.
• Strong Problem Solving and Conflict Resolution aptitude.
• Competence in KPI tracking and Performance Management.
• Knowledgeable in CRM and Customer Service Systems.
• Ability to analyze Customer Feedback and data.
• Experience in Process Improvement and optimization.
• Excellent Communication and Interpersonal skills.
• Proficient in Coaching and Mentoring team members.
• Analytical mindset with Strategic Thinking skills.
• Effective Stakeholder Management abilities.
• Ability to perform well under pressure.

Location

This role is based onsite in Ha'il, Saudi Arabia.