Log In
Sign Up
PositionContact Centre Supervisor Reports toContact Centre Manager Role PurposeThe Contact Centre Supervisor is responsible for providing exceptional service delivery to our HNW and UHNW guests. The main responsibilities are to oversee the Contact Centre team handling all guest requests in a timely and efficient manner and to ensure that these services meet and exceed guest expectations. Key Accountabilities & ActivitiesLead and supervise the Contact Centre team in interacting with guests in a friendly and professional manner, making them feel comfortable and valued.Ensure the team engages in active listening with guests, confirming or clarifying information as needed.Ensuring guests have a seamless journey and experience with Contact Centre services.Monitor responses to guest inquiries, special requests, and complaints in a timely and professional manner, facilitating appropriate escalations if needed.Ensure the team provides accurate information about facilities, services, and amenities available at Sindalah.Maintain calm and effective leadership in high-pressure situations, resolving issues or escalating them appropriately.Coordinate with other stakeholders and team members to always ensure a seamless guest experience.Manage hotel and experience bookings for guests, including transport and ferry tickets to/from Sindalah Island.Maintain the privacy and security of guests’ information in accordance with NEOM and Sindalah policies.Perform other duties as assigned by management.Background, Skills & QualificationsStrong proficiency in CRM and sales force Excellent interpersonal, written, and verbal communication skills, with fluency in English (mandatory) and proficiency in Arabic and other languages (preferred).Proven problem-solving and multi-tasking skills, with a track record of successful guest hospitality service.Experience with Microsoft Office Suite and familiarity with ticketing and booking systems.QualificationsHigh School Diploma: hospitality certification is a plus.Over 5+ years’ experience within a major hotel group / hotel management company in the capacity of Guest Services Customer Service or Hotel Front Desk/Contact Centre Services
