Customer Service Supervisor

Alkaffary Group; Riyadh; On-site; SAR 60,000 - 120,000; Full time

Job summary

Alkaffary Group is seeking a Customer Service Supervisor to oversee the daily operations of our customer service team in Riyadh. You will ensure high-quality service and customer satisfaction while guiding the team to meet service standards.

Responsibilities include supervising tasks, coaching staff, handling escalations, and coordinating with other departments to improve the customer experience. Strong leadership and KPI-driven mindset are essential.

Qualifications

• Experience leading a customer service team.
• Ability to train and coach staff to improve performance.
• Strong understanding of customer service standards and processes.

Responsibilities

• Supervise the daily activities of the customer service team and assign tasks effectively.
• Monitor and evaluate team performance using KPIs.
• Train, coach, and develop customer service representatives to enhance their skills and performance.
• Handle escalated customer complaints and ensure timely and effective resolution.
• Ensure compliance with company policies, procedures, and customer service standards.
• Prepare and submit regular performance and operational reports to management.
• Provide ongoing feedback and performance coaching to team members.
• Coordinate with other departments to resolve customer issues and improve the 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.

Skills

Customer service leadership

KPIs & performance tracking

Coaching and training

Communication skills

Problem solving

Job description

The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring the delivery of high-quality service, achieving customer satisfaction, monitoring team performance, and ensuring compliance with company policies, procedures, and service standards.

Key Responsibilities

• Supervise the daily activities of the customer service team and assign tasks effectively.
• Monitor and evaluate team performance using Key Performance Indicators (KPIs).
• Train, coach, and develop customer service representatives to enhance their skills and performance.
• Handle escalated customer complaints and ensure timely and effective resolution.
• Ensure compliance with company policies, procedures, and customer service standards.
• Prepare and submit regular performance and operational reports to management.
• Provide ongoing feedback and performance coaching to team members.
• Coordinate with other departments to resolve customer issues and improve the 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.

Key Performance Indicators (KPIs)

• 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