Customer Service Supervisor

Tamkeen Technologies is seeking a skilled and dedicated

Customer Service Supervisor

to lead our customer service team and ensure the delivery of exceptional service to our clients. In this role, you will oversee daily operations, guide team members, and develop strategies to improve service quality and productivity. You will play a critical role in resolving escalated customer issues, providing training and mentorship to team members, and implementing best practices to enhance the customer experience. If you possess strong leadership skills and a passion for customer service, we invite you to apply!

Responsibilities

Supervise and manage the customer service team to ensure high levels of performance and motivation

Implement and monitor service standards and procedures to enhance customer satisfaction

Train and coach team members on best practices in customer service and communication skills

Resolve complex customer complaints and issues efficiently and effectively

Analyze customer service metrics and provide reports to management on team performance

Support ongoing improvements in service delivery by providing insights and recommendations

Collaborate with other departments to ensure a seamless customer experience across all channels

Track, analyze, and report on key performance indicators (KPIs), including but not limited to :

Average Handling Time (AHT)

First Call Resolution (FCR)

Service Level Agreement (SLA) adherence

Customer Satisfaction (CSAT) scores

Customer Dissatisfaction (DSAT) drivers

Requirements

Bachelor's degree in Business Administration, Management, or a related field

1-3 years of experience in customer service, with at least 1 year in a supervisory or leadership role

Strong knowledge of customer service principles and best practices

Excellent communication, interpersonal, and conflict resolution skills

Proficient in data analysis and reporting software to monitor team performance

Ability to motivate and inspire team members to achieve their best work

Ability to work in a fast-paced environment and handle multiple priorities

Must be a Saudi Passport holder

Details

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Customer Service

Industries : IT Services and IT Consulting

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