Customer Service Supervisor

We are looking for a passionate and service-driven Customer Service Supervisor to join our growing team at Koobs Café. The ideal candidate will have strong leadership skills, a customer-first attitude, and the ability to guide and motivate a team in delivering exceptional service experience. Familiarity with modern customer service systems and AI-driven support tools (like chatbots, CRM automations, or analytics dashboards) is highly preferred.

The Customer Service Supervisor will oversee daily operations, ensure service standards are met, and support continuous improvement in customer engagement and satisfaction.Key Responsibilities

·     Supervise and coordinate the daily activities of the customer service team (in-café, online orders, and takeaway).

·     Monitor and evaluate performance metrics: response times, service quality, and customer satisfaction ratings.

·     Act as the escalation point for guest concerns, resolving issues efficiently and courteously.

·     Provide coaching, mentorship, and performance feedback to staff to maintain high service standards.

·     Collaborate with other departments (Operations, Kitchen, HR, Finance) to streamline service processes.

·     Maintain and update customer databases, ensuring accuracy and data integrity in CRM systems (Zoho or equivalent).

·     Leverage AI tools and automation feature to improve efficiency, analyze trends, and enhance customer experience.

·     Prepare and present service performance reports and customer insights into management.

·     Ensure consistent brand presentation, café ambiance, and adherence to company service standards.

·     Maintain positive and professional relationships with customers and staff.

·     Willing to travel occasionally to different branches (with company vehicle).

Requirements

·         Diploma or bachelor’s degree in business administration, Hospitality Management, or a related field.

·         2–5 years of experience in customer service, hospitality, or retail, including at least 1 year in a supervisory role.

·         Excellent communication skills in English; Arabic is an advantage.

·         Strong leadership, interpersonal, and problem-solving skills.

·         Comfortable using AI-driven systems, customer chat platforms, or CRM analytics tools.

·         Good organizational and multitasking skills in a fast-paced café or retail environment.

·         Professional demeanor, with a focus on empathy and guest satisfaction.