Customer Service Supervisor

How to use this kit

Ground every answer in facts on this page and the original listing. We never invent Glassdoor-style reviews or salaries that are not in our data.

Interview prep

• Walk through a time you fixed a service failure without blaming the team.
• Explain how you set daily goals and coach when targets are missed.
• Describe hiring or onboarding someone into a high-volume guest environment.
• Show how you balance hospitality tone with clear standards and records.

Fit summary

Strong fit if you already lead service people under time pressure and stay calm with public guests. On-site only in The Rocks; expect event peaks, team coaching, and hands-on complaint ownership rather than pure desk work.

Day in the role

As Customer Service Supervisor at International Convention Centre Sydney in The Rocks, you would coach front-of-house and service teams through busy event days, step in on complex guest issues, and keep standards tight during peak turnaround.

• Supervise staff delivering services, sales support, or cash reconciliation.
• Resolve guest complaints about services, products, or people on the floor.
• Train, evaluate, and backfill coverage when goals or service levels slip.
• Keep simple records of purchases, sales, and requisitions.

Skills to emphasize

• HubSpot Academy — Customer Service Fundamentals (free)
• Alison — Customer Service courses (free to learn)

Pair either with practice de-escalating guests and coaching shift notes under venue pressure.

FAQ from this listing

Is this role remote?

No. The listing is on-site at The Rocks, Sydney (remote flag is off).

What does the day mainly involve?

Supervising service staff, resolving guest issues, training and evaluating people, and keeping basic sales or requisition records—patterned on O*NET supervisor tasks.

Which free training is listed?

HubSpot Academy Customer Service Fundamentals (free) and Alison customer service courses (free to learn), both linked in the skills roadmap.

Occupation tasks (O*NET)

Public-domain labor data — prepare examples for 2–3 of these.

• Monitor sales staff performance to ensure that goals are met.
• Provide staff with assistance in performing difficult or complicated duties.
• Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or performing specific services.
• Listen to and resolve customer complaints regarding services, products, or personnel.
• Keep records pertaining to purchases, sales, and requisitions.
• Hire, train, and evaluate personnel.
• Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business.
• Plan and prepare work schedules, and assign employees to specific duties.

O*NET source

Role overview (listing rewrite)

CUSTOMER SERVICE SUPERVISOR at International Convention Centre Sydney in The Rocks, Sydney Position Summary The Customer Service Supervisor position at ICC Sydney is pivotal for ensuring exceptional guest experiences. Reporting to the Head of Customer Experience, you will oversee a team of customer service representatives and drive operational excellence across all touchpoints. What You'll Do Supervise and mentor a team of customer service representatives to ensure high standards of service are maintained. Develop and implement training programs for the customer service team, focusing on enhancing communication skills and problem-solving abilities. Monitor and manage customer feedback to identify areas for improvement in services and processes. Collaborate with various departments to resolve complex customer issues efficiently and effectively. What You Bring A minimum of 3 years' experience in a supervisory role within the hospitality or event management industry. Strong leadership skills, including the ability to motivate and inspire team members. Outstanding communication and interpersonal skills with the capability to handle diverse customer needs. Experience in resolving escalated customer issues and providing exceptional service. About the Company International Convention Centre Sydney (ICC Sydney) is Australia’s premier convention, exhibition, and entertainment venue. Our mission is to create unforgettable events and experiences in a space that fosters creativity and collaboration. As part of our close-knit team, you will contribute to ICC Sydney's commitment to excellence and putting people first. Applying for This Role To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there. Please ensure all required documents are uploaded before submission.

Full job on Get A Job.AI

Questions to ask them

• What does success look like in the first 90 days for this role?
• How is the team structured, and who would I work with most?
• What tools and systems does this role use daily?
• Is the work primarily based in The Rocks, Sydney, hybrid, or fully remote?