Customer Service Supervisor

**Role Overview**

Join Niceone as a Customer Service Supervisor and elevate the customer experience at the heart of our growing business. In this pivotal leadership role, you will guide, develop, and support our customer service team to deliver prompt, professional, and personalized solutions to every client. You’ll help set the standard for exceptional service, champion a culture of continuous improvement, and reinforce Niceone’s reputation for operational excellence and customer care. This opportunity is perfect for a driven, empathetic, and organized professional passionate about both team development and delivering outstanding customer satisfaction.

**Key Responsibilities - Team Leadership, Customer Experience & Service Quality Excellence**:

- Supervise and motivate the customer service team to meet and exceed performance targets for quality, efficiency, and responsiveness.
- Coach, mentor, and train team members to continually improve customer service skills, product knowledge, and problem-solving abilities.
- Handle escalated customer issues and complaints, ensuring a positive resolution and capturing customer feedback for service improvement.
- Oversee scheduling, workload distribution, and resource planning to maintain optimal service levels at all times.
- Analyze key metrics and prepare performance reports to identify trends, address challenges, and support ongoing service excellence.
- Collaborate closely with sales, logistics, and marketing departments to ensure a seamless, unified customer journey.
- Drive and implement process enhancements, service initiatives, and best practices in line with Niceone’s values and customer-first philosophy.
- Ensure compliance with company policies, data protection standards, and customer privacy regulations.

**Key Requirements - Customer Service Management, Communication & Analytical Skills**:

- Bachelor’s degree in Business Administration, Communications, or related field; relevant certifications are an advantage.
- Minimum 2 years of experience in a supervisory or team lead role within customer service, contact center, or retail environments.
- Proven track record of delivering outstanding customer experiences and driving team performance.
- Exceptional communication and interpersonal skills, with fluency in both Arabic and English preferred.
- Strong analytical mindset—adept at using data to guide decisions, improve processes, and support team growth.
- Confident resolving escalations and providing constructive feedback to team members in a positive, supportive manner.
- Proficient with customer service software, CRM systems, and digital communication platforms.
- Ability to adapt quickly to changing priorities, evolving technology, and new customer needs.

**Professional Attributes - People Leadership, Service Orientation & Continuous Improvement**:

- Passionate about customer satisfaction and committed to creating memorable experiences for every client.
- Empathetic, inclusive, and respectful—champions a welcoming, diverse, and supportive team culture.
- Reliable and organized, able to manage multiple responsibilities and meet deadlines.
- Innovative mindset, eager to recommend and implement service enhancements and process improvements.
- Collaborative team player, willing to lead by example and support colleagues at all levels.

**Career Development - Leadership Growth & Service Innovation at Niceone**:

- Extensive onboarding and ongoing training in leadership, service skills, and customer relationship management.
- Opportunities to participate in company-wide service projects, pilot new tools, and shape the future of customer experience at Niceone.
- Clear development pathways toward senior leadership, customer operations management, or specialist roles within the organization.
- Rewards, recognition, and a people-first culture focused on growth, well-being, and professional achievement.