Customer Experience & Call Center Supervisor - Arabic Speaking

Job Overview

Dr Scent SA is seeking a skilled Customer Experience and Call Center Supervisor to lead its Customer Service, Call Center, Customer Success, and Quality Operations teams. This role is critical for ensuring exemplary customer experiences, efficient service processes, and meeting key operational performance indicators.

Key Responsibilities

• Oversee day-to-day operations and supervise the Customer Care, Call Center, Customer Success, and Quality teams.
• Allocate tasks appropriately and manage team workload distribution, attendance, shift schedules, and compliance with operational standards.
• Coach and mentor team members to enhance their skills, conduct regular performance evaluations, and implement improvement plans.
• Maintain adherence to organizational policies and service quality standards.
• Guarantee high standards of customer service across multiple channels including phone, WhatsApp, email, CRM, and digital platforms.
• Monitor and analyze customer satisfaction, handle complaints promptly, enhance the customer journey, and develop strategies to boost retention and loyalty.
• Supervise inbound call handling, ensure inquiries are properly managed and recorded, oversee ticket lifecycle, review call quality, and manage escalation processes.
• Ensure CRM data integrity, maintain accurate records of customer interactions, track leads and customer requests, and collaborate with sales teams to optimize lead conversion.
• Coordinate cross-functionally with sales, warehouse, logistics, and maintenance departments to ensure smooth operations and customer issue resolution.
• Prepare and analyze various performance reports including daily service reports, team performance, complaint logs, response times, and quality audits.
• Hold decision-making authority over team task assignments, performance evaluations, process enhancement suggestions, escalation of issues to general management, and recommending training initiatives.

Qualifications & Experience

• Bachelor's degree in Business Administration, Customer Service, or a related field preferred.
• At least 3 to 5 years of experience in customer service, call center, or customer experience management roles.
• Proficient with CRM systems and customer management procedures.
• Demonstrated team leadership and performance management experience.
• Strong skills in analysis and reporting.

Skills & Competencies

• Effective leadership and team management capabilities.
• Excellent communication skills, both verbal and written.
• Customer-oriented approach with problem-solving ability.
• Strong decision-making, time management, and prioritization skills.
• Capable of working efficiently under pressure.
• Experience with process optimization and quality assurance.
• Advanced analytical and reporting proficiency.