Customer Service Supervisor
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Key skills for this role
About the Role
Holool Aloula is seeking a Customer Service Supervisor to oversee front-line operations in Jeddah. The role involves supervising representatives, handling escalated issues, monitoring performance, and ensuring high service standards.
Key Skills for This Role
Responsibilities
- Supervise daily customer service operations and front line teams
- Ensure customers receive accurate information, guidance, and assistance
- Monitor staff performance, attendance, grooming, and compliance with service standards
- Conduct regular floor walks to monitor service quality and operational readiness
- Handle escalated customer inquiries, complaints, and service recovery
- Prepare staff schedules and ensure adequate shift coverage
- Coach, mentor, and evaluate team members to improve performance
- Conduct daily briefings and communicate operational updates
- Monitor KPIs and prepare operational reports
- Coordinate with internal departments to resolve customer issues efficiently
- Ensure compliance with company policies, SOPs, and safety requirements
- Support VIP visits, special events, and operational contingencies
Requirements
- Experience in supervising customer service operations
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Ability to handle escalated customer issues
- Knowledge of KPIs and operational reporting
Full Job Posting
Job Summary
- Responsible for supervising front line customer service operations, leading customer service representatives and information staff, ensuring exceptional service delivery, resolving escalated customer issues, monitoring operational performance, and maintaining high standards of customer experience th
Key Responsibilities
- Supervise daily customer service operations and front line teams
- Ensure customers receive accurate information, guidance, and assistance
- Monitor staff performance, attendance, grooming, and compliance with service standards
- Conduct regular floor walks to monitor service quality and operational readiness
- Handle escalated customer inquiries, complaints, and service recovery
- Prepare staff schedules and ensure adequate shift coverage
- Coach, mentor, and evaluate team members to improve performance
- Conduct daily briefings and communicate operational updates
- Monitor KPIs and prepare operational reports
- Coordinate with internal departments to resolve customer issues efficiently
- Ensure compliance with company policies, SOPs, and safety requirements
- Support VIP visits, special events, and operational contingencies
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