Customer Service Supervisor

About the role

We are seeking an experienced Customer Service Supervisor to lead our customer service team within our mall operations in Hail, Saudi Arabia. The role focuses on delivering an exceptional customer experience, managing performance, and driving continuous improvement.

Key responsibilities

• Lead, motivate, coach and develop the Customer Service team.
• Monitor team performance, ensuring KPIs and service standards are met.
• Handle and resolve escalated customer complaints and inquiries effectively.
• Provide timely, high‑quality responses to customer needs.
• Collect and analyse customer feedback to identify improvement areas.
• Prepare and analyse service reports, trends and performance metrics.
• Identify opportunities to streamline customer service processes.
• Collaborate with Sales, Marketing, Operations and other departments to enhance the overall customer experience.
• Conduct regular team meetings and provide ongoing feedback and coaching.
• Ensure compliance with company policies, procedures and confidentiality requirements.

Required profile

• Bachelor’s degree in Business, Communication or a related field.
• 5–7 years of experience in customer service or a related area.
• Previous supervisory or team‑leadership experience.
• Retail or mall experience preferred.
• Strong knowledge of CRM systems and customer service software.
• Experience with KPIs, reporting and process improvement.
• Fluent English is highly desirable.

Required skills

• CRM systems
• Customer service software