مشرف خدمة عملاء : Customer Service Supervisor
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Key skills for this role
About the Role
Awad Badi Nahas Trading Co. is seeking a Customer Service Supervisor to lead the customer service team in Jeddah. The role involves supervising representatives, handling escalations, monitoring quality, and improving processes.
Key Skills for This Role
Responsibilities
- Supervise, mentor, and coach customer service representatives to meet and exceed performance targets.
- Foster a positive, collaborative, and customer focused team culture.
- Conduct regular performance evaluations and provide constructive feedback.
- Monitor customer interactions (calls, emails, chats) to ensure compliance with company standards.
- Act as the primary escalation point for complex or sensitive customer complaints.
- Ensure timely, professional, and effective resolution of customer issues.
- Identify workflow gaps or service bottlenecks and propose improvements to enhance efficiency.
- Collaborate with management and other departments to improve customer experience.
- Track and analyze team KPIs, including Response Time, CSAT, and Resolution Rate.
- Prepare regular performance reports and insights for management.
- Assist in onboarding new customer service team members.
- Conduct ongoing training sessions related to products, systems, and service best practices.
Requirements
- Bachelor's degree in Business Administration, Communications, or a related field.
- 2 3 years of experience in customer service, with 1 year in a supervisory or team lead role.
- Excellent verbal and written communication skills in English (Arabic is a strong advantage).
- Strong knowledge of CRM systems (such as Salesforce, Zendesk, or similar platforms).
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Strong problem solving skills and the ability to remain calm under pressure.
- High level of organization, responsibility, and attention to detail.
- Ability to work full time on site in Jeddah.
Full Job Posting
Job Summary
- We are looking for a dedicated and organized Customer Service Supervisor to join our team on a full time, on site basis in Jeddah.
- In this role, you will lead the customer service team, oversee daily support operations, handle escalations, and ensure exceptional service quality across all customer touchpoints.
Key Responsibilities
- Supervise, mentor, and coach customer service representatives to meet and exceed performance targets.
- Foster a positive, collaborative, and customer focused team culture.
- Conduct regular performance evaluations and provide constructive feedback.
- Monitor customer interactions (calls, emails, chats) to ensure compliance with company standards.
- Act as the primary escalation point for complex or sensitive customer complaints.
- Ensure timely, professional, and effective resolution of customer issues.
- Identify workflow gaps or service bottlenecks and propose improvements to enhance efficiency.
- Collaborate with management and other departments to improve customer experience.
- Ensure customer service procedures are followed consistently.
- Track and analyze team KPIs, including Response Time, Customer Satisfaction Score (CSAT), Resolution Rate.
- Prepare regular performance reports and insights for management.
- Assist in onboarding new customer service team members.
Skills & Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- 2 3 years of experience in customer service, with 1 year in a supervisory or team lead role.
- Excellent verbal and written communication skills in English (Arabic is a strong advantage).
- Strong knowledge of CRM systems (such as Salesforce, Zendesk, or similar platforms).
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Strong problem solving skills and the ability to remain calm under pressure.
- High level of organization, responsibility, and attention to detail.
- Ability to work full time on site in Jeddah.
Performance Indicators (KPIs)
- Average Handling Time (AHT).
- Customer Satisfaction Score (CSAT).
- First Contact Resolution (FCR).
- Team engagement and turnover rates.
Why Join Us
- A stable, full time position in Jeddah.
- A professional and structured working environment.
- Opportunities for growth and leadership development.
- Working with premium European home appliance brands and a respected name in the Saudi market.
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