Team Lead - Customer Service (Call Center)

Position Overview

The role of Team Lead in Customer Service at a call center based in Dubai involves supervising and guiding a customer service team to ensure efficient and knowledgeable handling of customer calls and inquiries.

Key Responsibilities

• Provide daily guidance and communication to the customer service team to ensure timely and effective responses to customer calls.
• Deliver high-quality customer service by interacting with customers, addressing enquiries, and resolving complaints effectively.
• Create and maintain a motivating work atmosphere that encourages team members to perform at their best.
• Act as the team leader in the absence of the Manager – Customer Experience.
• Continually direct team members to promptly and appropriately attend to all internal and external customer inquiries, aiming to enhance customer satisfaction.
• Assist the Manager – Customer Experience in promoting teamwork, customer satisfaction, ongoing improvements, and positive attitudes within the team.
• Respond to team members' questions and oversee their work to maintain quality and compliance with guidelines.
• Conduct weekly team meetings to share updates and best practices.
• Regularly monitor order flow and evaluate workload against team capacity daily; provide hands-on support with order processing when necessary.

Additional Details

• Job Type: Permanent
• Location: Dubai, United Arab Emirates
• Contract Duration: Permanent
• Salary Range: 9000 to 10000 AED per month