Customer Service Supervisor_Aldar Retail Management

We’re looking for a Customer Service Supervisor to lead our frontline team at Al Hamra Mall, Ras Al Khaimah and elevate the guest experience across the mall.

The role includes supervising staff, managing performance, handling escalated customer concerns, overseeing Aldar Gift Card operations, coordinating with other departments, and maintaining a safe and professional environment.

• Lead daily briefings to update and align the team.
• Provide training, coaching, and performance feedback.
• Monitor team performance and arrange refreshers as needed.
• Motivate staff to maintain professionalism and customer focus.

• Ensure service standards across cleanliness, security, parking, valet, concierge, and guest services.
• Implement mystery shopper programs, customer journey mapping, and feedback loops.
• Monitor operational performance and resolve service gaps promptly.

• Review emails, customer inquiries, and complaints.
• Monitor complaint channels and ensure timely resolution.
• Conduct daily gift card sales reconciliation and report to finance.
• Visit customer service desks to support staff and operations.
• Provide short operational briefings and escalate unresolved matters.

• Prepare daily, weekly, and monthly reports on inquiries, complaints, and gift card sales.
• Maintain updated store lists (trading, closed, or under renovation).

• Oversee Aldar Gift Card operations, including reconciliation and reporting.
• Ensure proper cash handling procedures.
• Coordinate with Finance and corporate clients regarding bulk gift card requests.

• Work with cross-functional teams to support mall events, activations, and campaigns.

• Customer Satisfaction: NPS, CSAT, Mystery Shopper results, and complaint resolution quality.
• Service Operations & Compliance: SOP adherence and audit results.
• Team Performance & Capability:
  Training completion, engagement, and service recovery.
• Financial & Gift Card Management:
  Accuracy, timely reporting, and corporate client coordination.
• Reporting:
  Timely and accurate reporting of inquiries, complaints, and sales.

• Experience: Minimum 6 years in customer experience, hospitality, retail, or destination management.
• Managerial
  
  Experience:
  
  Minimum 3 years in a supervisory role.
• Field
  
  Experience:
  
  Retail, shopping malls, hospitality, luxury service environments, or airport/transport CX.
• Skills: Service design, customer journey mapping, team leadership, budget management, stakeholder influence, tech-enabled CX tools.
• Education: Bachelor’s or Master’s degree in Business, Hospitality, Marketing, or Customer Experience Design.