Customer Experience & Call Center Supervisor - Arabic Speaking Required
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Key skills for this role
About the Role
Dr Scent SA is seeking an Arabic-speaking Customer Experience & Call Center Supervisor to lead customer service, call center, and quality operations in Sharjah. The role requires 3-5 years of experience in customer service or call center roles, team supervision, and CRM proficiency.
Key Skills for This Role
Responsibilities
- Supervise and manage daily activities of Customer Care, Call Center, Customer Success, and Operations Quality teams
- Assign daily tasks and ensure proper workload distribution
- Monitor team attendance, shift schedules, and operational compliance
- Coach, train, and develop team members to improve performance
- Conduct regular performance reviews and implement improvement plans
- Ensure high quality customer service across all communication channels (phone, WhatsApp, email, CRM, digital)
- Monitor customer satisfaction and identify improvement opportunities
- Handle escalated customer cases and ensure timely resolution
- Ensure accurate and timely CRM updates
- Coordinate with Sales, Warehouse, Logistics, and Maintenance teams
- Prepare daily customer service reports, team performance reports, and other operational reports
Requirements
- Bachelor's degree in business administration, customer service, or related field preferred
- Minimum 3 5 years of experience in customer service, call center, or customer experience roles
- Experience in CRM systems and customer management processes
- Proven experience in team supervision and performance management
- Strong analytical and reporting skills
- Arabic speaking required
Full Job Posting
Job Purpose
- To lead and supervise the Customer Service, Call Center, Customer Success, and Quality Operations functions, ensuring an excellent customer experience, efficient service delivery, accurate process execution, and achievement of customer satisfaction and operational KPIs.
Key Responsibilities
- Supervise and manage the daily activities of Customer Care, Call Center, Customer Success, and Operations Quality teams.
- Assign daily tasks and ensure proper workload distribution.
- Monitor team attendance, shift schedules, and operational compliance.
- Coach, train, and develop team members to improve performance.
- Conduct regular performance reviews and implement improvement plans.
- Ensure adherence to company policies, procedures, and service standards.
- Ensure high quality customer service across all communication channels: Phone calls, WhatsApp, Email, CRM, Digital channels.
- Monitor customer satisfaction and identify improvement opportunities.
- Ensure customer complaints are handled and resolved within agreed timelines.
- Improve customer journey from first contact to after sales support.
- Develop initiatives to increase customer retention and loyalty.
- Monitor inbound calls, response time, and service quality.
Qualifications & Experience
- Bachelor's degree in business administration, Customer Service, or related field preferred.
- Minimum 3–5 years of experience in customer service, call center, or customer experience roles.
- Experience in CRM systems and customer management processes.
- Proven experience in team supervision and performance management.
- Strong analytical and reporting skills.
Required Skills & Competencies
- Leadership and team management.
- Excellent communication skills.
- Customer focused mindset.
- Problem solving and decision making abilities.
- Time management and prioritization.
- Ability to work under pressure.
- Process improvement skills.
- Strong reporting and analytical capabilities.
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