About the Role: Responsibilities, Skills, and Requirements
Introduction
Do you have a knack for turning challenges into positive experiences—and maybe a talent for keeping a team motivated, even on the busiest days? We’re on the lookout for a Customer Service Supervisor to join our dynamic service center in Business Bay, Dubai. In this pivotal role, you’ll not only guide our frontline team but also set the tone for what great service looks like. For someone who thrives in fast-paced, people-focused environments, this could be the perfect next step.
About the Company
Our service center in Business Bay is more than just a hub for customer queries—it’s where our passion for excellence comes to life. We’re a diverse, energetic team who believe that every question is an opportunity and every complaint is a chance to grow. Here, collaboration isn’t just a buzzword: whether it’s celebrating monthly milestones, sharing stories over lunch, or brainstorming ways to make our processes smoother, we’re always seeking better ways to work together. Growth is on the agenda, and we support it—both for the company, and for each person who becomes part of our story.
What You’ll Be Doing
- Leading, mentoring, and motivating a team of customer service representatives on a daily basis.
- Handling escalated customer inquiries and complaints with professionalism (and maybe a little creative problem-solving).
- Measuring and monitoring service quality, jumping in with guidance or training when needed.
- Coordinating with other departments to ensure customer issues are resolved quickly and thoroughly.
- Onboarding and training new team members, making sure they’re set up for success from day one.
- Preparing regular reports on team performance, customer feedback, and service metrics.
- Looking for ways to continuously improve the customer journey at every touchpoint.
- Taking part in team meetings where your insights and experiences will help shape the bigger picture.
What You’ll Bring
- Previous experience in a customer service leadership or supervisory role—ideally in a fast-moving environment like a call center or service desk.
- Strong communication and conflict-resolution skills; you know how to listen and how to negotiate win-win solutions.
- The ability to coach, inspire, and support team members through both routine tasks and unexpected challenges.
- A knack for staying cool under pressure—and helping others do the same.
- Basic data and reporting skills (Excel, Google Sheets, or similar).
- Must-Have: Fluency in English; other languages are a plus in our international environment.
- Nice-to-Have: Experience working in Dubai or the GCC, and familiarity with CRM systems.
Not sure you tick every box? We’d still love to hear from you.
Why You’ll Love Working Here
- Two years sponsored residency to help you settle and grow in Dubai.
- Comprehensive health insurance (because every superhero needs backup).
- Company-provided accommodation, so you can focus on thriving—not apartment hunting.
- Free, reliable transportation to and from work.
- Supportive leadership and a friendly, multicultural team environment.
- Real opportunities for training and professional development.
- Work/life balance: we know your best work happens when you’re happy and rested.
We believe that when you bring your best self to work, great things happen. If you’re passionate about customer satisfaction and building teams that shine, we’d love for you to make your mark with us at our Business Bay service center.
Common Interview Questions and Tips
To help you prepare and feel confident, here are some questions you might encounter during the interview process for this role.
- Can you walk us through a time when you had to handle an escalated customer complaint? How did you ensure both the customer and your team were satisfied with the outcome?
- How do you approach motivating a team during especially busy or stressful periods?
- What strategies would you use to onboard and train new customer service representatives to set them up for early success?
- Tell us about your experience using data analytics or spreadsheets (like Excel or Google Sheets) to monitor and report on service performance. What key metrics do you focus on?
- In a diverse, multicultural work environment, how do you make sure all team members feel included and valued?
- Can you share an example where you identified an opportunity to improve a customer service process? What was your approach, and what was the result?
- How do you handle team members who are struggling to meet their targets or experiencing low morale?
- Describe how you would collaborate with other departments to resolve a complex customer issue.
- What do you think sets great customer service apart from good customer service, especially in a fast-paced service center?
- How do you stay calm and help others remain composed under pressure?
- Have you ever had to deliver tough feedback to a team member? How did you go about it?
- What excites you about working in a highly collaborative, growth-focused team environment like ours?
- How do you adapt your leadership style when working with team members from different cultural backgrounds?
- If you have experience with CRM systems, which ones have you used, and how have they helped you improve team efficiency or the customer journey?