1 Care Supervisor jobs in Saudi Arabia
Customer Care Supervisor
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Job Description
Job Summary:
The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team to ensure excellent service delivery, customer satisfaction, and adherence to company policies and standards. This role involves coaching and developing team members, monitoring performance, and driving continuous improvement.
Key Responsibilities:
- Supervise daily operations of the customer service team to ensure high-quality support.
- Monitor and evaluate team performance through KPIs such as response time, customer satisfaction, and first contact resolution rate.
- Handle escalated customer complaints and provide effective solutions in a timely manner.
- Schedule and assign team shifts to maintain adequate coverage.
- Conduct regular coaching, training, and performance feedback sessions.
- Prepare and submit periodic reports on team performance and customer feedback.
- Collaborate with other departments (Sales, Operations, IT, etc.) to resolve customer issues efficiently.
- Identify opportunities to improve processes, enhance efficiency, and elevate the overall customer experience.
Qualifications:
- Bachelor's degree in Business Administration or a related field.
- Minimum of
3 years
of experience in customer service, including at least
1 year in a supervisory or team leader role. - Excellent communication and interpersonal skills in both English and Arabic.
- Strong leadership, problem-solving, and conflict resolution skills.
- Proficiency in CRM systems and Microsoft Office tools.
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