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Customer Service Supervisor

3 weeks ago

Dubai, United Arab Emirates Deluxe Holiday Homes Full time

**Deluxe Holiday Homes** is seeking a highly motivated and experienced **Customer Service Supervisor** to join our Customer Care department. As a Customer Service Supervisor, you will play a crucial role in ensuring our guests have an exceptional experience throughout their stay. You shall be supervising a team of 15+ customer service agents.

**Responsibilities**:

- Manage a team of customer service representatives, providing guidance, support, and training as needed
- Oversee the day-to-day operations of the Customer Care department, ensuring all inquiries and issues are resolved in a timely and satisfactory manner
- Monitor and evaluate customer service performance, identifying areas for improvement and implementing necessary changes
- Develop and maintain customer service standards, policies, and procedures
- Collaborate with other departments to ensure seamless communication and coordination
- Handle escalated customer complaints and provide effective solutions
- Maintain accurate records of customer interactions and transactions
- Stay up-to-date with industry trends and best practices in customer service
- Conduct regular team meetings and performance evaluations
- Assist in the recruitment and onboarding of new customer service representatives
- Implement training programs to enhance the skills and knowledge of the customer service team
- Ensure compliance with company policies and procedures
- Collaborate with the sales and marketing teams to identify opportunities for upselling and cross-selling
- Prepare reports on customer service metrics and present findings to senior management
- Manage customer service budgets and expenses
- Develop and implement strategies to improve customer satisfaction and loyalty
- Handle complex and high-value customer accounts
- Resolve customer escalations and negotiate resolutions
- Monitor customer feedback and implement improvements based on feedback
- Stay updated on industry trends and competitor activities
- Collaborate with the product development team to provide customer insights and feedback
- Ensure compliance with data protection and privacy regulations
- Lead and participate in customer service improvement projects
- Stay updated on customer service technologies and implement relevant tools and systems

**Benefits**
- Competitive Salary Package;
- Medical Insurance Plan;
- Annual Air Ticket Allowance;
- A great working environment;
- Company-provided laptop and SIM card;
- Comprehensive training and support;
**Job requirements**
- Minimum 2 years of supervisory experience in a similar sector.
- Excellent leadership and communication skills
- Strong problem-solving and decision-making abilities
- Ability to work well under pressure and handle challenging situations
- Proficiency in customer service software and CRM systems
- Flexibility to work evenings, weekends, and holidays as needed
- Highly organized with excellent time management skills
- Ability to motivate and inspire a team
- Knowledge of the hospitality industry is a plus

**Salary**: From AED7,500.00 per month

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