Customer Experience Supervisor – Reception and Call Center

About IFZA Dubai

IFZA Dubai stands as a dynamic and internationally oriented Free Zone Community within the UAE, leveraging the nation's strategic geographical advantages combined with outstanding infrastructure. The organization serves through a broad network of professional partners and government authorities, providing streamlined, dependable, and swift company formation services.

Job Overview

This Customer Experience Supervisor role entails being the initial point of communication for IFZA, representing the organization's first impression. The suitable candidate must exhibit high commitment, responsibility, proactive engagement, and keen interpersonal aptitude capable of thriving under pressure within a fast-paced environment.

Key Responsibilities

• Serve as the primary contact point at IFZA Reception and Call Center for clients, professional partners, and visitors.
• Manage and facilitate smooth operations of the Reception and Call Center to uphold exceptional client experience standards.
• Compile, maintain, and review various departmental reports rigorously.
• Conduct training for new employees regarding Reception and Call Center standard operating procedures to ensure seamless onboarding.
• Provide swift, courteous, and effective support to clients, coordinating with other departments as needed.
• Maintain comprehensive knowledge of IFZA’s offerings to competently address queries and concerns from clients and partners.
• Handle a range of client services, such as document collection/submission, attestation, mail handling, and conference room bookings, adhering strictly to IFZA policies.
• Take ownership of assigned duties, guaranteeing timely and professional task execution.
• Uphold confidentiality for all client data to prevent disclosure of sensitive information.
• Maintain a professional appearance and high grooming standards consistently.
• Develop and nurture productive working relationships while embodying and promoting IFZA's corporate culture and values.
• Perform additional tasks as assigned by management.

Candidate Requirements

• Possess at least two years of experience in hospitality or a similar customer-focused role within the UAE.
• Exhibit excellent proficiency in spoken and written English; additional foreign language skills are a plus.
• Demonstrate superior communication and interpersonal skills along with telephonic etiquette knowledge.
• Show a customer-centric approach and adaptability to diverse personality types.
• Demonstrate ability to multitask, prioritize duties effectively, and manage time efficiently.
• Possess strong active listening capabilities combined with problem-solving aptitude.

Employee Benefits

• Annual leave entitlement totaling 24 working days.
• Provision for an annual flight to the employee's home country.
• Life insurance coverage included.
• Medical insurance with an option to upgrade at the employee's expense.
• Eligibility for bonus schemes applicable within certain departments.