Customer Experience & Call Center Supervisor - Arabic Speaking Required

Job Title: Customer Experience & Call Center Supervisor

Department: Customer Service / Customer Experience

Direct Reporting To: General Manager

Job Purpose

To lead and supervise the Customer Service, Call Center, Customer Success, and Quality Operations functions, ensuring an excellent customer experience, efficient service delivery, accurate process execution, and achievement of customer satisfaction and operational KPIs.

Key Responsibilities

1. Team Leadership & Daily Operations

• Supervise and manage the daily activities of Customer Care, Call Center, Customer Success, and Operations Quality teams.
• Assign daily tasks and ensure proper workload distribution.
• Monitor team attendance, shift schedules, and operational compliance.
• Coach, train, and develop team members to improve performance.
• Conduct regular performance reviews and implement improvement plans.
• Ensure adherence to company policies, procedures, and service standards.

2. Customer Experience Management

• Ensure high-quality customer service across all communication channels:
• Phone calls.
• WhatsApp.
• Email.
• CRM.
• Digital channels.
• Monitor customer satisfaction and identify improvement opportunities.
• Ensure customer complaints are handled and resolved within agreed timelines.
• Improve customer journey from first contact to after-sales support.
• Develop initiatives to increase customer retention and loyalty.

3. Call Center Management

• Monitor inbound calls, response time, and service quality.
• Ensure all customer inquiries are properly handled and recorded.
• Monitor ticket creation, assignment, and closure.
• Review call quality and provide feedback to team members.
• Handle escalated customer cases and ensure timely resolution.

4. CRM & Data Management

• Ensure accurate and timely CRM updates.
• Monitor customer records and interaction history.
• Ensure proper tracking of leads, opportunities, and customer requests.
• Coordinate with Sales to improve lead conversion performance.
• Ensure compliance with CRM procedures and data accuracy.

5. Cross-Department Coordination

• Coordinate with Sales regarding customer leads and quotations.
• Coordinate with Warehouse regarding product availability and refill requests.
• Coordinate with Logistics and shipping companies to ensure delivery follow-up.
• Coordinate with Maintenance teams to resolve customer issues.
• Ensure smooth communication between departments.

6. Reporting & Performance Monitoring

• Daily customer service reports.
• Team performance reports.
• Customer complaint reports.
• Response time reports.
• Customer satisfaction reports.
• Refill follow-up reports.
• Quality and operational audit reports.

Authority & Decision-Making

• Assign tasks and priorities to team members.
• Monitor and evaluate team performance.
• Recommend process improvements.
• Escalate operational issues to the General Manager.
• Recommend training and development plans.
• Ensure corrective actions are implemented.

Qualifications & Experience

• Bachelor’s degree in business administration, Customer Service, or related field preferred.
• Minimum 3–5 years of experience in customer service, call canter, or customer experience roles.
• Experience in CRM systems and customer management processes.
• Proven experience in team supervision and performance management.
• Strong analytical and reporting skills.

Required Skills & Competencies

• Leadership and team management.
• Excellent communication skills.
• Customer-focused mindset.
• Problem-solving and decision-making abilities.
• Time management and prioritization.
• Ability to work under pressure.
• Process improvement skills.
• Strong reporting and analytical capabilities.