Customer Service Supervisor

Tamkeen Technologies is seeking a skilled and dedicated Customer Service Supervisor to lead our customer service team and ensure the delivery of exceptional service to our clients. In this role, you will oversee daily operations, guide team members, and develop strategies to improve service quality and productivity. You will play a critical role in resolving escalated customer issues, providing training and mentorship to team members, and implementing best practices to enhance the customer experience. If you possess strong leadership skills and a passion for customer service, we invite you to apply!

Responsibilities

• Supervise and manage the customer service team to ensure high levels of performance and motivation.
• Implement and monitor service standards and procedures to enhance customer satisfaction.
• Train and coach team members on best practices in customer service and communication skills.
• Resolve complex customer complaints and issues efficiently and effectively.
• Analyze customer service metrics and provide reports to management on team performance.
• Support ongoing improvements in service delivery by providing insights and recommendations.
• Collaborate with other departments to ensure a seamless customer experience across all channels.
• Track, analyze, and report on key performance indicators (KPIs), including but not limited to:
• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Service Level Agreement (SLA) adherence
• Customer Satisfaction (CSAT) scores
• Customer Dissatisfaction (DSAT) drivers

• Bachelor’s degree in Business Administration, Management, or a related field.
• 1-3 years of experience in customer service, with at least 1 year in a supervisory or leadership role.
• Strong knowledge of customer service principles and best practices.
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficient in data analysis and reporting software to monitor team performance.
• Ability to motivate and inspire team members to achieve their best work.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Must be a Saudi Passport holder.