Hospitality Support Services jobs

Job Description – Senior Customer Support

Role Overview:

The Senior Customer Service will lead the customer service function by ensuring exceptional customer experience, efficient issue resolution, and strong team performance. The role is responsible for managing daily customer service operations, monitoring KPIs, handling escalations, and supporting customer retention and revenue growth initiatives. The ideal candidate will combine strong leadership abilities with operational excellence, ensuring service quality standards are consistently maintained across all customer interactions.

Key Responsibilities:

• Proven experience in team leadership or supervisory role.
• Strong ability to manage KPIs (response time, CSAT, conversion, retention).
• Excellent communication skills in English and Arabic.
• Experience handling escalations and high-level customer complaints professionally.
• Strong decision-making and problem-solving skills under pressure.
• Experience training, coaching, and developing customer service agents.
• Hands-on experience with CRM systems, WhatsApp Business, and ticketing platforms.
• Strong organizational, reporting, and analytical skills.
• Sales-aware mindset with ability to support revenue growth and retention strategies.
• Ability to manage schedules, workflows, and team performance.
• Ability to handle telephone inquiries and provide chat support professionally and efficiently.

Requirements:

• Bachelor’s degree in Business or a related field; Master’s degree/relevant certifications are a plus.
• 3–4+ years’ experience in customer service (GCC Preferred)
• Background in F&B, D2C, wellness, health-tech, subscription services, or hospitality is strongly preferred.
• Proven experience scaling a support team in a fast-paced environment.
• Proven experience improving customer service processes and workflows.
• Excellent communication, conflict resolution, and leadership abilities.

Key Competencies

• Customer Relationship Management
• Team Leadership & Supervision
• Complaint Resolution & Escalation Handling
• Communication & Interpersonal Skills
• KPI & Performance Management
• Customer Retention Strategies
• Problem Solving & Decision Making
• Coaching & Team Development
• CRM & Ticketing System Management
• Workflow & Process Optimization
• Time Management & Multitasking
• Service Quality Assurance
• Reporting & Data Analysis
• Sales Support & Revenue Awareness
• Adaptability & Stress Management
• SOP Compliance & Operational Excellence
• Cross-Functional Coordination

What we offer:

· Competitive Package.

· Opportunities for professional growth and career advancement.

· A supportive, collaborative, and inclusive team environment.

· Access to product training, and industry insights.

Diversity and Inclusion:

At Dieture, we are committed to fostering a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds.

Work Location: In person