Customer Service Supervisor

TL;DR

Customer Service Supervisor (Customer Support): Overseeing and leading a team of customer service representatives to ensure exceptional service delivery and inquiry resolution with an accent on team performance and service quality. Focus on coaching staff, handling escalations, and optimizing customer service policies.

Location: Riyadh, Saudi Arabia (Onsite)

Company

hirify.global is a leading global provider of tax-free shopping and payment solutions.

What you will do

• Manage, coach, and motivate a team of customer service representatives to meet and exceed performance targets.
• Monitor daily team performance, identify areas for improvement, and implement corrective actions.
• Handle escalated customer issues and complaints, providing timely and effective resolutions.
• Develop and implement customer service policies, procedures, and best practices.
• Conduct regular team meetings, training sessions, and performance reviews.
• Analyze customer feedback and data to identify trends and recommend service enhancements.

Requirements

• 3-5 years of experience in customer service, including 1-2 years in a supervisory role.
• Proven ability to lead, motivate, and develop a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and Microsoft Office Suite.
• High school diploma or equivalent required; Bachelor's degree preferred.
• Must be based in or be able to work onsite in Riyadh, Saudi Arabia