Customer Service Supervisor

Company Description UFC GYM brings the elite training methods of UFC champions to a broad fitness community by combining mixed martial arts disciplines with state-of-the-art equipment and expert coaching. Inspired by the UFC “TRAIN DIFFERENT®” mentality, the gyms focus on helping members of all ages and fitness levels build strength, stamina, and discipline in a motivating, team-oriented environment. Programs are developed with input from UFC athletes, incorporating their training and nutrition insights into accessible fitness experiences. UFC GYM has expanded across the Middle East, including multiple branches in Dubai, Oman, Bahrain, and Egypt. In Egypt, the brand continues to grow, offering members a unique place to pursue their fitness goals with professional guidance and a supportive atmosphere.

Role Description The Customer Service Supervisor is a full-time, on-site role based at UFC Gym Egypt in 1Q. This role oversees daily front-of-house customer service operations, ensuring members and guests receive timely, professional, and courteous support. Responsibilities include supervising customer service staff, organizing schedules, monitoring performance, and providing coaching and feedback to uphold service standards. The supervisor handles escalated member inquiries and complaints, coordinates with sales, operations, and coaching teams to resolve issues, and supports membership retention and satisfaction initiatives. Additional tasks involve maintaining accurate records, implementing customer service policies, tracking service metrics, and contributing to continuous improvement of the member experience.

Qualifications

• Candidates should possess strong supervisory skills, including team leadership, performance monitoring, and staff development.
• Candidates should possess customer service and customer support skills to handle inquiries, resolve issues, and maintain a positive member experience.
• Candidates should possess customer service management skills to oversee daily operations, implement procedures, and ensure service consistency.
• Candidates should possess customer satisfaction skills, with the ability to assess feedback, address concerns, and support retention goals.
• Relevant experience in fitness, hospitality, or retail environments, preferably in a supervisory or senior customer service role.
• Strong communication, conflict resolution, and problem-solving abilities, with a professional and empathetic approach.
• Ability to work on-site in Qesm El Maadi, manage shifts, and support operations during peak hours, including weekends and holidays as needed.
• Proficiency in basic computer applications and customer management systems; fluency in English and Arabic is an advantage.