747 Customer Service Supervisor jobs in the United Arab Emirates

Job Overview:

We are seeking a
Customer Service Supervisor
who will be responsible to oversee and support our service operations in our reward system department
.
The role involves managing escalations, monitoring team performance, and ensuring exceptional customer satisfaction while driving operational efficiency. The ideal candidate will have a strong background in customer service supervision, data-driven decision-making, and team leadership.

Key Responsibilities:

1. Escalation Management

1. Handle complex customer complaints and issues that frontline agents are unable to resolve, ensuring quick and effective service recovery.

2. Team Leadership & Support

2.1 Lead, coach, and motivate the customer service team to deliver outstanding service while maintaining a positive work environment.

3. Workload Allocation

3.1 Assign daily tasks, monitor productivity, and ensure efficient handling of customer queries.

4. Performance Monitoring

4.1 Track and evaluate individual and team KPIs, including response time, resolution time, first-contact resolution, and customer satisfaction (CSAT).

5. Data Analysis & Reporting

5.1 Generate and analyze daily, weekly, and monthly reports to identify trends, recurring issues, and improvement opportunities.

6. Process Improvement

6.1 Propose and implement strategies to enhance service efficiency, reduce escalations, and streamline workflows.

7. Cross-Department Collaboration

7.1 Work with product, operations, and technical teams to address recurring customer issues and improve overall service delivery.

8. Compliance & Standards

8.1 Ensure all team members adhere to company policies, quality standards, and service protocols.

9. Training & Development

9.1 Provide on-the-job training, mentoring, and continuous development programs for new hires and existing staff.

Qualifications & Skills:

• Bachelor's degree in Business Administration, Management, or related field (preferred).
• Proven experience (3–5 years) in customer service supervision or team leadership, preferably within e-commerce, digital platforms, or technology-driven companies.
• Strong problem-solving and conflict-resolution skills with the ability to manage high-pressure situations.
• Excellent communication, interpersonal, and leadership skills.
• Proficiency in using CRM systems, ticketing platforms, and reporting tools (e.g., Zendesk, Freshdesk, Salesforce, or equivalent).
• Analytical mindset with experience in KPI tracking and data-driven decision-making.
• Strong organizational and time-management skills.
• Ability to work collaboratively across departments and adapt in a fast-paced environment.

Job Title: Customer Service Supervisor

Job Type: Full-time

Department: Customer experience Department

Reports To: Customer Service Manager or Operations Director

About the Role

We are seeking a proactive and experienced Customer Service Supervisor to lead our frontline support team in delivering exceptional service and streamlined order fulfillment through ERP systems. This role plays a pivotal part in shaping customer satisfaction while continuously seeking opportunities to innovate service delivery and optimize fulfillment operations.

-You will oversee daily customer service activities, mentor and coach representatives, and act as a key liaison between departments to ensure ERP-based order processing runs smoothly. If you're passionate about process improvement, team leadership, and technology-driven solutions, we'd love to hear from you.

Key Responsibilities

Supervise, train, and motivate a team of customer service representatives to achieve high levels of service quality and efficiency.

-Oversee and manage end-to-end ERP order fulfillment processes, ensuring timely and accurate order entry, tracking, and delivery.

-Identify service delivery bottlenecks and implement innovative improvements to elevate customer satisfaction and reduce operational inefficiencies.

-Act as the primary point of escalation for complex customer inquiries and issues, ensuring resolution within company standards.

-Monitor team KPIs and customer feedback to analyze performance trends and recommend improvement strategies.

-Collaborate with operations, logistics, sales, and IT teams to maintain seamless workflow across departments.

-Maintain and improve documentation for customer service procedures, workflows, and ERP order management best practices.

-Champion a customer-first culture by fostering engagement, ownership, and accountability within the team.

Qualifications

-2+ years in a customer service supervisory or team lead role.

-Strong working knowledge of ERP systems (e.g., SAP,) and their role in order fulfillment.

-Proven experience in implementing or supporting service process innovations or continuous improvement initiatives.

-Exceptional leadership, communication, and interpersonal skills.

-Ability to thrive in a fast-paced, cross-functional environment.

-Analytical mindset with a drive to solve problems and optimize workflows.

Bachelor's degree in Business, Operations, or a related field is preferred.

What We Offer

Competitive salary and performance-based bonuses

Comprehensive health and wellness benefits

Opportunities for professional development and growth

A collaborative and innovation-driven work environment

Ready to lead, innovate, and make a difference? Apply now to join our growing team

Job Type: Full-time

This position involves handling guest arrivals, verifying their identities and payment methods, assigning rooms and issuing room keys. The successful candidate will set up accurate accounts for each guest based on their requirements and enter Marriott Rewards information if applicable.

The role requires processing all payment types, vouchers, paid-outs and charges, as well as balancing and dropping receipts. Cash handling skills are essential in this position.

A high level of organization is required to manage cash and maintain accurate records. Strong communication skills are also necessary to ensure excellent customer service.

The ideal candidate will have a minimum of 1 year's experience in a related field, with supervisory experience preferred. A High School diploma or equivalent is also required.

Key Responsibilities:

• Process guest check-ins and verify identities
• Assign rooms and issue room keys
• Set up accurate accounts for each guest
• Enter Marriott Rewards information
• Process all payment types
• Balance and drop receipts
• Count and secure bank at the beginning and end of shift
• Obtain manual authorizations and follow Accounting procedures
• Notify Loss Prevention/Security of any guest reports of theft

Required Skills and Qualifications:

• High School diploma or G.E.D. equivalent
• At least 1 year of related work experience
• Supervisory experience preferred

Benefits:

• Excellent career opportunities
• Competitive salary and benefits package

Others:

Please note that we are an equal opportunities employer and welcome applications from all qualified candidates.

Key Responsibilities

• Lead the Guest Relations team to provide exceptional service throughout the guest journey from prearrival to departure.
• Monitor guest feedback and implement improvements to enhance guest satisfaction.

• Address and resolve guest complaints or issues efficiently maintaining a professional and positive demeanor.
• Ensure followup actions are taken to exceed guest expectations and build loyalty.

• Supervise mentor and train the Guest Relations team to ensure consistent delivery of high-quality service.
• Conduct performance evaluations and recommend development plans for team members.

• Oversee daily operations of the Guest Relations desk ensuring smooth and efficient workflows.
• Maintain accurate records of guest preferences complaints and service recovery initiatives.

• Coordinate special arrangements for VIPs honeymooners and other high-profile guests.
• Ensure welcome amenities room upgrades and personalized touches are delivered as per resort standards.

• Ensure all guest service activities align with the resorts policies brand standards and luxury service expectations.
• Monitor and manage the implementation of guest recognition programs.

• Prepare reports on guest feedback service trends and improvement initiatives for senior management.
• Act as a liaison between the Guest Relations team and management to address operational needs and strategic goals.

Qualifications :

• Education: Bachelors degree in Hospitality Management or a related field preferred.
• Experience: Minimum 23 years in guest relations or a supervisory role in a luxury hotel/resort.
• Skills:
  • Exceptional communication and interpersonal skills.
  • Strong problemsolving and conflictresolution abilities.
  • Proficiency in hotel management software (e.g. Opera Fidelio) and Microsoft Office Suite.
  • Multilingual abilities are an advantage.
• Personality: Warm approachable detailoriented and customerfocused.

The IIQAF Group of Companies is a global leader in providing services in the hospitality, information technology, tourism, insurance, and health care industries. Established in 1986, the company has grown to become a major player in the international market, with operations in the United Kingdom, Canada, Singapore, and the United Arab Emirates.

Job Summary:

We are seeking a dedicated and experienced Customer Service Supervisor to join our esteemed organization. This pivotal role will focus on overseeing our customer service team, ensuring that exemplary service is provided to all clients and customers, while also driving continuous improvement initiatives. The ideal candidate will possess strong leadership skills and an extensive background in customer service management. As a Customer Service Supervisor, you will be responsible for fostering a positive working environment that encourages team collaboration and professional development. You will implement effective strategies and processes to enhance customer satisfaction and loyalty, while also managing and mitigating any potential customer-related issues. This position requires a strong commitment to excellence, as well as the ability to communicate effectively with both customers and team members. You will play a critical role in shaping the customer experience, and as such, your ability to lead by example and ensure our service standards are met will be paramount. If you are passionate about customer service, possess substantial supervisory experience, and are committed to delivering outstanding results, we invite you to apply and join our dynamic team, where your contributions will make a significant impact.

• Supervise and guide the customer service team to deliver high-quality support and service.
• Develop and implement customer service policies and procedures to enhance service delivery.
• Monitor team performance metrics and provide regular feedback and coaching to team members.
• Handle escalated customer inquiries and complaints in a professional manner, ensuring a satisfactory resolution.
• Conduct regular training sessions for staff to enhance their customer service skills and product knowledge.
• Compile and analyze customer feedback, utilizing data to improve service processes.
• Collaborate with other departments to address customer needs and improve overall customer satisfaction.

• Bachelor's degree in Business Administration, Management, or related field preferred.
• Minimum of 3 years' experience in a customer service role, with at least 1 year in a supervisory position.
• Proven ability to manage and lead a team effectively, promoting a positive and productive work culture.
• Exceptional communication skills, both verbal and written, with a strong emphasis on customer interaction.
• Proficiency with customer service software, CRM systems, and Microsoft Office Suite.
• Strong problem-solving skills and the ability to make decisions rapidly and effectively.
• Ability to work flexible hours, including evenings and weekends, as required.
• Accommodation
• Transportation
• Health insurance

High School / Bachelor Degree

Job Description

We are seeking an experienced IT professional to fill the role of Incident/Change Manager . As a key member of our team, you will be responsible for managing service support processes, including incident, problem, and change management. You will also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, and ensuring compliance with these processes.

Key Responsibilities:

• Manage service support processes, including incident, problem, and change management
• Drive process improvements through service improvement plans
• Monitor regular process measurements and ensure compliance
• Evaluate the effectiveness of incident resolution and perform post-resolution incident reviews
• Communicate the status of high-priority incidents to customers throughout the incident lifecycle

Required Skills and Qualifications:

The ideal candidate will have:

• A strong background in ITIL frameworks and operational or project management experience
• 5 years of operations process management experience within multi-vendor environments
• Excellent communication and interpersonal abilities
• Strong analytical and problem-solving skills
• Certified Incident Manager/Certified Change Manager

Benefits:

As a valued member of our team, you can expect:

• Competitive salary
• Housing allowance
• Transportation benefits
• Educational support for children
• Annual flight home
• Comprehensive medical coverage

Working at Our Company

Our company is dedicated to providing a workplace where all employees can find and provide support and advice. We welcome people of all cultures, backgrounds, and experiences.