Client 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 Ability to lead, train and supervise a team
• 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