Customer Experience Supervisor – Reception and Call Center

About Us

IFZA Dubai is the most dynamic and truly international Free Zone Community in the UAE, optimizing the country's strategic location and world-class infrastructure. We provide easy, reliable, and fast company formation services through our network of Professional Partners and Government Authorities.

Job Description

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)
  
  

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