Premium Guest Experience Team Leader / Supervisor

About the role

We are seeking an experienced, customer‑focused leader to head a team of premium guest experience representatives in Amman. The role involves overseeing day‑to‑day operations, handling escalated interactions, and ensuring a high‑quality service for high‑value guests.

Key responsibilities

• Lead, coach and support a team of customer service representatives to consistently deliver high‑level service.
• Monitor performance, ensuring adherence to quality, productivity and customer experience standards.
• Handle escalated and complex customer interactions with professionalism.
• Provide regular coaching and feedback to improve communication and service quality.
• Maintain effective communication between the team and internal stakeholders.
• Take ownership of customer and operational issues and ensure timely resolution.

Required profile

• Previous experience in a contact‑centre or call‑centre environment, preferably voice‑based.
• Prior experience in a Team Leader, Supervisor or similar leadership position.
• Fluent Arabic and strong spoken English (C1 level).
• Excellent communication, listening, coaching and interpersonal skills.
• Strong ownership, problem‑solving and decision‑making capabilities.
• Ability to manage escalations and demanding or high‑value customers.
• Experience in premium customer service, especially within airlines, hospitality, banking or luxury services, is an advantage.