Client Experience Supervisor – Reception and Call Center

About the role

The Client Experience Supervisor is the first point of contact for professional partners, clients and visitors at IFZA. This role shapes the initial impression of the organization by delivering a seamless reception and call‑center experience in a fast‑paced environment.

Key responsibilities

• Serve as the primary contact at the IFZA Reception and Call Center for all stakeholders.
• Oversee daily operations of the reception and call‑center, ensuring high‑quality client experience.
• Prepare, maintain and verify departmental reports.
• Train new staff on SOPs to guarantee efficient service delivery.
• Provide courteous, prompt assistance and coordinate with other departments as needed.
• Maintain up‑to‑date knowledge of IFZA products and services to address client queries.
• Handle document collection, attestation, mail management, conference‑room bookings and other client services while complying with policies.
• Safeguard client data confidentiality and uphold professional grooming standards.
• Foster effective relationships and promote company culture.
• Perform additional duties assigned by management.

Required profile

• Minimum 2 years experience in hospitality or a similar customer‑service role in the UAE.
• Proven ability to lead, train and supervise a team.
• Excellent verbal and written communication in English; additional languages are a plus.
• Strong telephone etiquette and interpersonal skills.
• Customer‑oriented mindset with adaptability to diverse personalities.
• Effective multitasking, prioritisation and time‑management abilities.
• Active listening and problem‑solving capabilities.

Required skills