مشرف خدمة عملاء : Customer Service Supervisor

Job Title:

Customer Service Supervisor

We are looking for a dedicated and organized Customer Service Supervisor to join our team on a full-time, on-site basis in Jeddah.

In this role, you will lead the customer service team, oversee daily support operations, handle escalations, and ensure exceptional service quality across all customer touchpoints. Your goal will be to maintain high customer satisfaction levels while fostering a positive and high-performing team environment.

Team Leadership & Supervision

• Supervise, mentor, and coach customer service representatives to meet and exceed performance targets.
• Foster a positive, collaborative, and customer-focused team culture.
• Conduct regular performance evaluations and provide constructive feedback.

Quality Assurance & Escalation Handling

• Monitor customer interactions (calls, emails, chats) to ensure compliance with company standards.
• Act as the primary escalation point for complex or sensitive customer complaints.
• Ensure timely, professional, and effective resolution of customer issues.

Process Improvement & Operations

• Identify workflow gaps or service bottlenecks and propose improvements to enhance efficiency.
• Collaborate with management and other departments to improve customer experience.
• Ensure customer service procedures are followed consistently.

Reporting & Performance Tracking

• Track and analyze team KPIs, including:

• Response Time
• Customer Satisfaction Score (CSAT)
• Resolution Rate

• Prepare regular performance reports and insights for management.

Training & Development

• Assist in onboarding new customer service team members.
• Conduct ongoing training sessions related to products, systems, and service best practices.
• Ensure the team is up to date with product knowledge and service procedures.

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 3-2years of experience in customer service, with 1 year in a supervisory or team lead role.
• Excellent verbal and written communication skills in English (Arabic is a strong advantage).
• Strong knowledge of CRM systems (such as Salesforce, Zendesk, or similar platforms).
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Strong problem-solving skills and the ability to remain calm under pressure.
• High level of organization, responsibility, and attention to detail.
• Ability to work full‑time on‑site in Jeddah.

• Average Handling Time (AHT).
• Customer Satisfaction Score (CSAT).
• First Contact Resolution (FCR).
• Team engagement and turnover rates.

• A stable, full-time position in Jeddah.
• A professional and structured working environment.
• Opportunities for growth and leadership development.
• Working with premium European home appliance brands and a respected name in the Saudi market.

Apply directly via Linked In

or send your CV to:

Email Subject:
Customer Service Supervisor – Jeddah