Customer Service Supervisor📣 Job Ad

About the Customer Service Supervisor Role

Holool Aloula (NCBS National Company for Business Solutions) is seeking a Customer Service Supervisor to oversee front-line operations in the Makkah Region, specifically in Jeddah and Makkah. This full-time position requires 2-5 years of experience and focuses on ensuring exceptional customer service delivery and operational efficiency.

Role Overview and Objectives

The Customer Service Supervisor is responsible for leading customer service representatives and information staff to deliver high standards of customer experience. This role involves managing daily operations, resolving escalated issues, and maintaining operational readiness throughout the facility. The objective is to ensure accurate information and assistance are provided to all customers, contributing to overall satisfaction.

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.
• Identify and implement customer experience improvement initiatives.
• Maintain records of incidents, complaints, and daily operational activities.

Required Experience and Qualifications

Candidates for this role are expected to have between 2 to 5 years of relevant experience in customer service supervision or a related field. A proven ability to lead teams, manage operational workflows, and handle customer escalations is essential. Experience in monitoring performance metrics and implementing service improvements is also required.

Work Environment and Location

This is a full-time position based in the Makkah Region, with specific work locations in Jeddah and Makkah. The role operates within a customer-facing environment where maintaining high service standards is paramount.