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- Experience: 2 – 3 Years
- Job Location: Dubai – United Arab Emirates
- Education: Any Graduation
- Nationality: Any
- Gender: Any
- Vacancy: 1 Vacancy
Job Description:
Deluxe Holiday Homes is currently seeking an experienced Customer Service Supervisor to join their Customer Care department in Dubai. In this role, you will be responsible for supervising a team of 15+ customer service agents, ensuring guests have an exceptional experience throughout their stay.
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.
Company Industry: Hotels, Hospitality
Department / Functional Area: Helpdesk, Customer Service, Telecalling