Team Leader - Customer Service

About the Role

This permanent position based in Dubai calls for an experienced leader to oversee and inspire the Customer Service team. The role entails daily team guidance and ensuring operational efficiency across customer order processing and complaint resolution.

Key Responsibilities

• Provide leadership and motivation to the Customer Service team, delivering daily direction and support.
• Oversee order management to guarantee same-day processing and ensure adherence to cut-off times.
• Manage escalated customer complaints, resolving complex issues effectively.
• Carry out call audits and implement improvement initiatives; address underperformance through Corrective and Preventive Action (CAPA) plans.
• Compile performance reports and conduct in-depth Voice of Customer (VOC) analyses.
• Collaborate with cross-functional teams to coordinate last-mile delivery logistics efficiently.
• Conduct training, coaching, and performance evaluations to develop team members.
• Prepare staff rosters and handle daily operational management of the team.

Required Qualifications

• Possess a Bachelor's degree.
• Have at least five years’ experience in customer service, preferably in contact centers, ecommerce, or start-up environments.
• Minimum of two years in a people management role.
• Demonstrate advanced proficiency in MS Office applications, including Excel, Word, and PowerPoint.
• Strong skills in data analysis and insight generation.
• Excellent command of verbal and written communication.

Skills and Expertise

• Customer Service Management
• Team Leadership & People Management
• Call Center and Order Management Operations
• Handling Escalations and Process Enhancements
• Root Cause Analysis with CAPA Implementation
• Voice of Customer and Customer Journey Analyses
• Use of Tools like Microsoft Excel, Salesforce, Tableau, Magento
• Logistics and Supply Chain Coordination
• Customer Satisfaction Metrics including CSAT, NPS, and First Contact Resolution
• Performance Management, Coaching & Employee Development

Compensation and Location

This role offers a monthly salary of AED 12,000 and is located in Dubai, United Arab Emirates.