Customer Service Supervisor
Awad Badi Nahas Trading Co. Ltd.
Jiddah, Makkah, Saudi Arabia • Vollzeit
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- Erfahrung
- 2–3 Jahre
- Gehalt
- —
- Stellenangebote
- 1
- Veröffentlicht
- vor 3 Stunden
- Work mode
- Im Büro
- Ausbildung
- Bachelor’s degree
- Eligibility
- Applicants who have a bachelor’s degree and relevant customer service experience, including supervisory exposure, are suitable for this role. Candidates must be able to work full-time on-site in Jeddah and should have strong English communication skills; Arabic is beneficial.
- Resume
- Required to apply
Stellenbeschreibung
Role Overview
Awad Badi Nahas Trading Co. Ltd. is seeking a full-time, on-site Customer Service Supervisor in Jeddah, Makkah, Saudi Arabia. This position is focused on guiding the support team, overseeing day-to-day service delivery, managing escalations, and maintaining a consistently high standard of customer care.
The person in this role will help create a productive team environment while ensuring customers receive timely, professional, and effective assistance across all service channels.
Team Leadership and Supervision
- Lead, support, mentor, and coach customer service representatives so they can meet and exceed performance expectations.
- Build and maintain a team culture that is cooperative, positive, and centered on customer needs.
- Carry out regular performance reviews and share clear, constructive feedback.
Quality Control and Escalation Management
- Review customer interactions across calls, emails, and chat to confirm alignment with company service standards.
- Serve as the main contact for difficult or sensitive customer complaints.
- Make sure customer concerns are resolved quickly, professionally, and effectively.
Operations and Continuous Improvement
- Spot process gaps or service delays and recommend changes that improve efficiency.
- Work with management and cross-functional teams to strengthen the overall customer experience.
- Ensure customer service processes are applied consistently.
Reporting and Performance Monitoring
- Track key team metrics, including response time, customer satisfaction score (CSAT), and resolution rate.
- Prepare regular performance summaries and management updates based on team results.
Training and Team Development
- Support the onboarding of new customer service team members.
- Deliver ongoing training on products, systems, and customer service best practices.
- Keep the team current on product knowledge and service procedures.
Qualifications and Experience
Candidates should have a bachelor’s degree in Business Administration, Communications, or a related discipline, along with 2 to 3 years of customer service experience and at least 1 year in a supervisory or team lead position. Strong English communication skills, both written and spoken, are required, while Arabic is considered a strong advantage.
Experience using CRM platforms such as Salesforce or Zendesk is important, as is solid proficiency with Microsoft Office tools including Word, Excel, and Outlook. The role also calls for excellent problem-solving ability, composure under pressure, strong organization, accountability, and attention to detail.
This position requires a full-time, on-site presence in Jeddah.
Key Performance Indicators
- Average Handling Time (AHT).
- Customer Satisfaction Score (CSAT).
- First Contact Resolution (FCR).
- Team engagement and turnover rates.
Why Consider This Opportunity
- Stable full-time employment in Jeddah.
- A structured and professional workplace.
- Opportunities to grow into broader leadership responsibilities.
- Exposure to premium European home appliance brands and a respected Saudi market brand.
Application Note
Interested candidates can share their CV by email using the subject line: Customer Service Supervisor – Jeddah.