Customer Service Supervisor📣 Job Ad

About the Customer Service Supervisor Role

ALKAFFARY GROUP is seeking a Customer Service Supervisor to join our team in Ar Riyāḍ (Riyadh). This full-time position is central to leading and managing the daily operations of our customer service department, ensuring the delivery of high-quality service and achieving customer satisfaction.

Role Purpose and Scope

The Customer Service Supervisor is responsible for the effective oversight of the customer service team's daily activities. This includes ensuring the consistent delivery of high-quality service, achieving defined customer satisfaction targets, and continuously monitoring team performance. The role also involves upholding compliance with all company policies, procedures, and established service standards.

Key Responsibilities

• Supervise the daily activities of the customer service team and allocate tasks efficiently.
• Monitor and evaluate team performance against Key Performance Indicators (KPIs).
• Train, coach, and develop customer service representatives to enhance their skills and overall performance.
• Manage escalated customer complaints, ensuring prompt and effective resolution.
• Ensure strict adherence to company policies, procedures, and customer service standards.
• Prepare and submit regular performance and operational reports to management.
• Provide continuous feedback and performance coaching to team members.
• Coordinate with other departments to resolve customer issues and improve the overall customer experience.
• Manage staff schedules, attendance, and leave to maintain adequate service coverage.
• Identify opportunities for process improvements and implement best practices to enhance service quality.

Performance Metrics

Performance in this role will be measured against key indicators, including:

• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Service Level Agreement (SLA) Compliance
• Average Response and Resolution Time
• Quality Assurance (QA) Scores
• Team Productivity and Performance Achievement

Work Setting

This is a full-time position based in Riyadh, Ar Riyāḍ, within a dynamic customer service environment. The role requires a commitment to maintaining high service standards and fostering a productive team atmosphere.

Application Information

Candidates interested in this Customer Service Supervisor role at ALKAFFARY GROUP are encouraged to apply. We are looking for a dedicated professional to contribute to our service excellence and lead our customer service initiatives.