Alkaffary Group
Customer Service Supervisor
🇸🇦 Riyadh, Saudi Arabia🏢 On-site
Customer ServiceTeam LeadershipKPI MonitoringQuality AssuranceStaff TrainingConflict Resolution
At a Glance
- Category
- 📢 Marketing & Sales
- Level
- Mid-Level
- Type
- Full-time
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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
Responsibilities
- •Supervise 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.
- •Handle escalated customer complaints and ensure timely resolution.
- •Ensure compliance with company policies, procedures, and 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 experience.
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The ATS View
- See what Alkaffary Group's hiring system sees in your CV
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $5.88 one-time.
GCC Info
Company
Alkaffary Group is a Saudi Arabian conglomerate with interests in various sectors including automotive, construction, and services. They operate primarily within Saudi Arabia.