Customer Experience Supervisor – Reception and Call Center
Job Summary
The role of a Client Experience Supervisor revolves around being the first point of contact, and thus, establishing the first impression of IFZA. The ideal candidate must be a highly committed, responsible, proactive, and ‘switched on’ individual with excellent interpersonal skills and the ability to work well under pressure in a fast-paced environment.
Main Responsibilities
- Acting as a first point of contact at the IFZA Reception and Call Center for Professional Partners, Clients, and visitors
- Overviewing and supporting the smooth running of the IFZA Reception and Call Center, ensuring all aspects of the client experience are delivered to the highest level
- Preparing, maintaining, and cross-checking various departmental reports
- Training new staff on the Reception and Call Center SOPs to ensure efficiency and smooth transition into their new role
- Delivering prompt, courteous, and efficient assistance to all clients liaising with other departments if necessary
- Maintaining excellent knowledge of IFZA’s products and services in order to efficiently address any queries or concerns from Professional Partners and Clients
- Providing various client services including but not limited to document collections and submissions, attestation, mail-management, booking of conference rooms, etc. ensuring compliance with IFZA policies and procedures
- Taking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner
- Maintaining confidentiality of client data ensuring no sensitive information is disclosed
- Maintaining professional image and high standards of grooming
- Building and maintaining effective working relationships whilst promoting the company culture and values
- Performing other job-related duties as assigned by Management
Requirements
- Minimum of 2 years’ experience in hospitality or similar customer service role in the UAE
- Excellent verbal and written communication skills in English, knowledge of additional foreign languages will be an advantage
- Excellent communication and interpersonal skills, and knowledge of telephone etiquette
- Customer-oriented mindset and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Excellent active listening and problem-solving skills
Benefits
As an employee of IFZA, you can expect:
- 24 working days as annual leave
- Annual flight home
- Life insurance plan
- Medical insurance plan (with the option to upgrade at your own cost)
- Bonus scheme (in relevant departments)