Customer Service Supervisor

شركة الدار العقارية ش.م.ع; Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading property management company in Ras Al Khaimah seeks a Customer Service Supervisor to lead the team at Al Hamra Mall. The role focuses on enhancing guest experience and involves supervising staff, managing performance, and solving customer issues. Candidates should have at least 6 years in customer experience with 3 years in a supervisory role. A degree in Business, Hospitality, or related fields is required. This position promises a dynamic environment with opportunities for professional growth.

Qualifications

• Minimum 6 years in customer experience, hospitality, retail, or destination management.
• Minimum 3 years in a supervisory role.
• Experience in retail, shopping malls, hospitality, or luxury service environments.

Responsibilities

• Lead daily briefings and manage team performance.
• Ensure service standards across all guest services.
• Monitor complaint resolution and operational performance.
• Prepare reports on inquiries, complaints, and sales.

Skills

Customer journey mapping

Service design

Team leadership

Budget management

Stakeholder influence

Education

Bachelor’s or Master’s degree in Business, Hospitality, Marketing, or Customer Experience Design

Job description

We’re looking for a Customer Service Supervisor to lead our frontline team at Al Hamra Mall, Ras Al Khaimah and elevate the guest experience across the mall.

The role includes supervising staff, managing performance, handling escalated customer concerns, overseeing Aldar Gift Card operations, coordinating with other departments, and maintaining a safe and professional environment.

Key Responsibilities

Team Leadership & Performance

• Lead daily briefings to update and align the team.
• Provide training, coaching, and performance feedback.
• Monitor team performance and arrange refreshers as needed.
• Motivate staff to maintain professionalism and customer focus.

Operational Excellence & Service Delivery

• Ensure service standards across cleanliness, security, parking, valet, concierge, and guest services.
• Implement mystery shopper programs, customer journey mapping, and feedback loops.
• Monitor operational performance and resolve service gaps promptly.

Daily Tasks

• Review emails, customer inquiries, and complaints.
• Monitor complaint channels and ensure timely resolution.
• Conduct daily gift card sales reconciliation and report to finance.
• Visit customer service desks to support staff and operations.
• Provide short operational briefings and escalate unresolved matters.

Reporting & Administration

• Prepare daily, weekly, and monthly reports on inquiries, complaints, and gift card sales.
• Maintain updated store lists (trading, closed, or under renovation).

Gift Card & Financial Responsibilities

• Oversee Aldar Gift Card operations, including reconciliation and reporting.
• Ensure proper cash handling procedures.
• Coordinate with Finance and corporate clients regarding bulk gift card requests.

Collaboration

• Work with cross-functional teams to support mall events, activations, and campaigns.

Key Result Areas

• Customer Satisfaction: NPS, CSAT, Mystery Shopper results, and complaint resolution quality.
• Service Operations & Compliance: SOP adherence and audit results.
• Team Performance & Capability: Training completion, engagement, and service recovery.
• Financial & Gift Card Management: Accuracy, timely reporting, and corporate client coordination.
• Reporting: Timely and accurate reporting of inquiries, complaints, and sales.

Qualifications / Skills

• Experience: Minimum 6 years in customer experience, hospitality, retail, or destination management.
• Managerial Experience: Minimum 3 years in a supervisory role.
• Field Experience: Retail, shopping malls, hospitality, luxury service environments, or airport/transport CX.
• Skills: Service design, customer journey mapping, team leadership, budget management, stakeholder influence, tech-enabled CX tools.
• Education: Bachelor’s or Master’s degree in Business, Hospitality, Marketing, or Customer Experience Design.