Customer Support Supervisor

Role Overview

The Customer Support Supervisor is responsible for fostering ongoing enhancements in customer experience and service quality across all customer support activities. The aim is to lower complaint numbers and boost customer satisfaction by promoting and enforcing an exceptional service-oriented culture.

Key Responsibilities

• Drive team results by focusing on crucial performance indicators such as productivity, efficiency, and service quality.
• Ensure adherence to processes with timely and precise delivery standards.
• Support the team in adapting to changes while maintaining high teamwork efficiency during dynamic conditions.
• Suggest improvements to operational procedures to enhance overall performance and customer satisfaction.
• Provide coaching and feedback on complex customer service challenges to team members and assist in resolving difficult customer issues.
• Manage disruption situations by following authorized procedures and communications, issuing prompt updates to stakeholders, and documenting key events and decisions.
• Oversee Group and VIP passenger movements by coordinating all parties and ensuring excellent passenger handling.
• Deliver daily briefings to staff on specific customer information to enhance service delivery.
• Monitor customer interactions through emails and phone calls for service quality assurance.
• Collaborate with various departments to create solutions addressing recurring customer challenges, leading to fewer complaints and escalations.

Qualifications & Competencies

• Bachelor's degree with over three years of education.
• Fluent communication skills in English and Arabic.
• Preferably a minimum of two years’ experience in airline operations.
• Familiarity with Salesforce, ARMS, and Microsoft tools.
• Experience range: 3 to 5 years with qualifications or 5 to 7 years without.
• Strong teamwork abilities.
• Effective communication skills.
• High personal accountability and commitment to achieving results.
• Resilience, flexibility, and a proactive 'can do' attitude.
• Capacity to inspire and develop team members.

Information Security Requirements

The role requires strict adherence to the company's Information Security policies, actively reporting any vulnerabilities or incidents to the Line Manager or Information Security team. Completion of all required Information Security awareness training is mandatory, with compliance of guidelines consistently integrated into daily operations.