Customer Service Supervisor

Job Summary:We are looking for an experienced Customer Service Supervisor to lead the customer service team and ensure a high-quality and consistent customer experience across all digital communication channels.

Key Responsibilities

Supervise and manage the customer service team across X (Twitter), Instagram, WhatsApp, and other digital channels.Ensure customer responses are consistent with the brand’s tone of voice and communication standards.Monitor daily messages, comments, mentions, and direct messages to ensure timely and high-quality responses.Handle and escalate critical customer cases and sensitive issues when required.Manage customer complaints and digital communication crises before they escalate.Train and coach the customer service team to maintain professional and consistent communication.Monitor customer service KPIs, including response time, customer satisfaction, and ticket resolution rate.Analyze recurring inquiries, feedback, and complaints and prepare reports to improve the overall customer experience.Coordinate with Logistics, Shipping, Order Management, Content, and other relevant teams to ensure accurate and smooth communication.Ensure a consistent customer experience across digital channels and the e-commerce platform.

Requirements

Minimum 3 years of experience in Customer Service or Customer Experience, preferably within e-commerce or digital channels.Previous experience in supervising or leading a customer service team.Strong communication, problem-solving, and complaint-handling skills.Experience in monitoring customer service KPIs and preparing performance reports.Good knowledge of digital customer service channels and social media platforms.Strong Arabic and English communication skills.