Client Experience Supervisor – Reception and Call Center

Job Summary

This position is the front-facing point of contact for IFZA and plays a key role in shaping the first impression for the company. It suits someone who is highly accountable, energetic, proactive, and able to stay composed in a busy, fast-moving setting while maintaining strong people skills.

Key Responsibilities

• Serve as the initial contact at the IFZA reception and call center for professional partners, clients, and visitors.
• Oversee day-to-day reception and call center operations so the client journey remains smooth and consistently high quality.
• Prepare, update, and verify a range of departmental reports.
• Train new team members on reception and call center SOPs to support efficiency and a smooth onboarding process.
• Respond to clients quickly and politely, coordinating with other departments when needed.
• Keep a strong working knowledge of IFZA products and services to handle questions and concerns effectively.
• Deliver client services such as document collection and submission, attestation support, mail handling, and conference room bookings while following company policies and procedures.
• Carry out assigned duties with professionalism and within required timelines.
• Protect client confidentiality and ensure no sensitive information is shared inappropriately.
• Maintain a polished professional appearance and high grooming standards.
• Develop and sustain productive working relationships that reflect the company’s culture and values.
• Complete any additional work-related tasks assigned by management.

Requirements

• At least 2 years of experience in hospitality or a comparable customer service role in the UAE.
• Proven ability to guide, train, and supervise team members.
• Strong spoken and written English communication skills; knowledge of additional foreign languages is an added advantage.
• Well-developed interpersonal skills and familiarity with proper telephone etiquette.
• Customer-focused attitude with the flexibility to deal with different personality types.
• Ability to handle several tasks at once, prioritize effectively, and manage time well.
• Strong listening skills and the ability to resolve issues effectively.

Additional Information

The role is based in Dubai, United Arab Emirates, and is a full-time onsite position. The company expects the selected candidate to work in a professional, client-facing environment and uphold confidentiality, grooming, and service standards at all times.