Job Description

Roles & Responsibilities

They lead, train, and mentor a team of customer service representatives, providing guidance and support to ensure the highest levels of customer service.
Monitor and evaluate team performance, providing feedback and coaching to enhance individual and team productivity.
Develop and implement customer service process improvements, ensuring that all customer inquiries are handled promptly and effectively.
Handle escalated customer issues and complaints, investigating and resolving them in a timely manner to achieve customer satisfaction.
Collaborate with other departments, such as sales, product development, and operations, to address customer needs and concerns, and to ensure smooth coordination and communication.
Maintain accurate records and documentation of customer interactions, inquiries, complaints, and resolutions, utilizing customer relationship management (CRM) software.
Stay updated on industry trends and best practices in customer service, sharing insights and implementing innovative strategies to enhance customer experience.
Conduct regular performance evaluations for team members, providing constructive feedback and identifying areas for improvement.
Create and maintain customer service metrics and reports, analyzing data to identify trends and areas for improvement.
Ensure adherence to company policies and procedures, as well as compliance with relevant regulations, while handling customer interactions

Strong leadership and managerial skills, with the ability to motivate and inspire a team.
Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and team members.
Problem-solving and decision-making abilities, with the capacity to handle escalated customer issues and provide timely resolutions.
Exceptional customer service skills, with a customer-centric mindset and the ability to manage customer expectations and concerns.
Proficiency in using customer relationship management (CRM) software and other relevant tools for managing customer interactions and data.
Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
Sound knowledge of customer service principles and best practices, with the ability to continuously improve customer service operations.
Strong analytical skills, with the ability to analyze data and make data-driven decisions to enhance customer service performance.
Flexibility and adaptability to changing customer needs and priorities.
Ability to work well under pressure and handle stressful situations professionally.
Demonstrated leadership and team management capabilities.
Strong problem-solving and decision-making abilities.
Excellent verbal and written communication skills.
Ability to work flexible hours, including evenings and weekends if required.

Desired Candidate Profile

High school diploma or equivalent; a bachelor's degree in a related field is preferred.
Proven experience in a customer service role, with at least 2-3 years of experience in a supervisory or managerial capacity.
Strong knowledge of customer service principles and best practices.
Familiarity with customer relationship management (CRM) software and other relevant tools.
Excellent computer skills, including proficiency in MS Office Suite.
Excellent oral and written ability in English.
Excellent oral and written ability in Arabic.

Operations Supervisor
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