Client Experience - Supervisor

Job overview:

The role of a Team Leader in the Customer Experience department 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 for Professional Partners, Clients, and visitors
• Overviewing and supporting the smooth running of the IFZA Reception, 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 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 a 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
  
  

Requirements

• Excellent verbal and written communication skills in English, knowledge of additional foreign language 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

• International team (over 50 nationalities)
• 24 annual leave days
• Annual flight home
• Life insurance plan
• Medical insurance plan (with the option to upgrade at your own cost)
• Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
• Invitations to participate in various company functions, staff events, and department team building events
• Opportunities to learn, develop and grow with the organization
• Being part of a motivated team and Moving-Forward-Company-Culture