Customer Service Supervisor

confidential; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Confidential in Dubai is seeking an experienced Customer Service Supervisor to lead the customer service team, ensure excellent support, and maintain high service standards.

The role involves supervising day-to-day operations, coaching staff, handling escalations, and ensuring timely responses. You will collaborate with sales and operations to drive service excellence and document performance metrics.

Responsibilities

• Supervise and motivate the customer service team
• Assign daily tasks and monitor team performance
• Handle escalated customer complaints and resolve issues professionally
• Monitor calls, emails, WhatsApp and other customer inquiries
• Ensure customers receive timely and accurate responses
• Track team KPIs, response times and customer satisfaction
• Train and coach new and existing team members
• Prepare daily, weekly and monthly performance reports
• Coordinate with sales, operations and other departments
• Maintain accurate customer records and service documentation
• Identify service issues and recommend improvements
• Ensure company policies and customer service procedures are followed

Job description

We are looking for an experienced Customer Service Supervisor to lead the customer service team, ensure excellent customer support, and maintain high service standards.

Key Responsibilities

• Supervise and motivate the customer service team
• Assign daily tasks and monitor team performance
• Handle escalated customer complaints and resolve issues professionally
• Monitor calls, emails, WhatsApp and other customer inquiries
• Ensure customers receive timely and accurate responses
• Track team KPIs, response times and customer satisfaction
• Train and coach new and existing team members
• Prepare daily, weekly and monthly performance reports
• Coordinate with sales, operations and other departments
• Maintain accurate customer records and service documentation
• Identify service issues and recommend improvements
• Ensure company policies and customer service procedures are followed