Customer Service Supervisor - Aldar Retail Management

We are looking for an experienced and customer-focused Customer Service Supervisor to oversee the day-to-day operations of the Customer Service team at Al Hamra Mall . This role is key to delivering exceptional guest experiences, supervising team performance, handling escalated concerns, and ensuring smooth operations across guest services and Aldar Gift Card activities.

Key Responsibilities

Team Supervisory

• Lead daily team briefings to align on priorities, updates, and service expectations.
• Provide on-the-job training, coaching, and clear instructions to customer service staff.
• Monitor team performance, identify training needs, and arrange refresher sessions (quarterly or ad hoc).
• Motivate the team to maintain a professional, service-oriented mindset.
• Ensure fair task delegation, conduct feedback sessions, and support.

Service Delivery

• Support and uphold service standards across guest services, concierge, valet, parking, cleanliness, and security.
• Implement mystery shopper programs, customer journey mapping, and feedback mechanisms to drive service improvement.
• Monitor real-time operations and act promptly to resolve service gaps or guest concerns.

Daily Operations

• Review and prioritize customer inquiries, complaints, and internal communications.
• Ensure timely follow-up and resolution of customer complaints across all channels.
• Conduct daily reconciliation of Aldar Gift Card sales and coordinate with Finance and relevant teams.
• Visit customer service desks regularly to address operational and staffing needs.
• Maintain clear communication with internal stakeholders and escalate unresolved matters when required.

Reporting & Administration

• Prepare and submit daily, weekly, and monthly reports on customer inquiries, complaints, and gift card sales.
• Maintain accurate and up-to-date store lists (trading, closed, or under renovation).
• Escalate key feedback, trends, and operational risks to line management.
• Ensure accurate documentation and timely submission of all reports.

Gift Card & Financial Responsibilities

• Oversee Aldar Gift Card operations, including daily sales counts, reconciliation, and reporting.
• Ensure strict compliance with cash-handling procedures.
• Coordinate with Finance, Aldar Gift Card, and Darna teams for merchant updates and reporting.
• Liaise with corporate clients for bulk gift card requests.

Stakeholder Engagement

• Work closely with Leasing, Property Management, retailers, and government & tourism entities.
• Support mall events, activations, and campaigns as required.
• Build strong working relationships across departments and external stakeholders.

Performance Indicators

• Customer satisfaction (NPS, CSAT, mystery shopper results).
• Complaint resolution quality and turnaround time.
• Compliance with SOPs and Aldar CX standards.
• Team engagement, training completion, and service recovery performance.
• Accuracy of gift card reconciliation and reporting.
• Quality and timeliness of operational reports.

Requirements

Experience

• Minimum 6 years of progressive experience in customer experience, hospitality, retail, or destination management.
• At least 3 years in a supervisory or managerial role.
• Experience within shopping malls, retail environments, hospitality, luxury service, or airport/transport CX is preferred.

Education

• Bachelor’s or Master’s degree in Business, Hospitality, Marketing, or Customer Experience Design.

Skills

• Strong leadership and people management skills.
• Service design and customer journey mapping expertise.
• Excellent communication, problem-solving, and conflict-management skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficiency in CX tools and data-driven reporting.

Additional Information

• Based at Al Hamra Mall, Ras Al Khaimah .
• Role requires presence during operational hours, weekends, and key seasonal activations as required.