Customer Service Team Lead

Job Overview

The Team Leader for Customer Service is responsible for managing the daily operations of the customer service department, ensuring efficient order processing, prompt issue resolution, and outstanding customer satisfaction. This position involves leading a group of customer service executives and collaborating closely with various departments such as Sales, Supply Chain, Warehouse, Logistics, Finance, Marketing, and IT to maintain a smooth order fulfillment and delivery process.

Responsibilities

• Supervise and guide daily customer service activities to guarantee timely and accurate order handling.
• Handle escalated customer issues and complex service challenges, ensuring high levels of customer satisfaction.
• Provide coaching, support, and performance management to team members.
• Coordinate with key cross-functional teams to optimize order fulfillment and last-mile delivery operations.
• Monitor and manage order flows, delivery timelines, returns, uplifts, and special customer requests to reduce errors and delays.
• Perform call audits, implement corrective actions, and lead continuous process improvement initiatives.
• Prepare operational and performance reports, presentations, and customer insights for senior management.
• Analyze data including customer feedback and service metrics to identify and recommend improvement opportunities.

Requirements

• Bachelor's degree in any field.
• At least 5 years of experience in customer service, ideally within contact centers, e-commerce, FMCG, retail, or startup environments.
• A minimum of 2 years in a leadership or managerial role overseeing customer service teams.
• In-depth knowledge of order management, customer operations, and service delivery processes.
• Advanced skills in Microsoft Excel, Word, and PowerPoint.
• Experience analyzing large datasets to extract actionable insights.
• Familiarity with Salesforce, Tableau, or Magento is preferred.
• Understanding of Customer Journey Mapping and Voice of Customer (VOC) analysis is an advantage.
• Strong communication, analytical thinking, problem-solving abilities, stakeholder management, and leadership skills.

Compensation and Benefits

The position offers a monthly salary of AED 10,000 along with additional benefits.