: Customer Service Supervisor📣 Job Ad

About the Role

Awad Badi Nahas Trading Co. Ltd. is seeking a dedicated Customer Service Supervisor to join our team. This is a full-time, on-site position based in Jeddah. The role involves leading the customer service team, overseeing daily operations, managing escalations, and ensuring high standards of customer service quality to maintain customer satisfaction.

Key Responsibilities

• Supervise, mentor, and coach customer service representatives to achieve performance targets.
• Foster a positive, collaborative, and customer-focused team culture.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Monitor customer interactions to ensure adherence to company service standards.
• Serve as the primary point of escalation for complex customer issues and complaints.
• Ensure timely, professional, and effective resolution of customer inquiries and problems.
• Identify workflow inefficiencies and propose improvements to enhance operational efficiency.
• Collaborate with management and other departments to enhance the overall customer experience.
• Track and analyze key performance indicators (KPIs) such as Response Time, Customer Satisfaction Score (CSAT), and Resolution Rate.
• Prepare regular performance reports and provide insights to management.
• Assist in the onboarding and training of new customer service team members.
• Conduct ongoing training sessions on products, systems, and service best practices.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 2-5 years of experience in customer service.
• A minimum of 1 year of experience in a supervisory or team lead role.
• Proficiency in using CRM systems (*, Salesforce, Zendesk, or similar platforms).
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Required Skills

• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• High level of organization, responsibility, and attention to detail.
• Ability to work effectively in a full-time, on-site capacity.

Work Location and Type

This is a full-time, on-site position. The role is based in Jeddah, with potential responsibilities extending to Makkah. The company operates within the retail sector, focusing on premium European home appliance brands.