Customer Service Team Leader

Job Summary:

The Customer Service Team Leader is responsible for supervising and guiding a team of customer service representatives to ensure excellent service delivery, high customer satisfaction, and efficient handling of inquiries and complaints. The role involves coaching, monitoring performance, analysing service metrics, and implementing process improvements to enhance the customer experience.

Key Responsibilities:

• Supervise, motivate, and support the customer service team to achieve individual and team KPIs.
• Handle escalated customer issues and ensure timely and effective resolution.
• Monitor daily operations and ensure consistent service quality and productivity.
• Conduct regular team meetings to communicate updates, provide feedback, and promote engagement.
• Evaluate team performance through call reviews, reports, and customer feedback.
• Train and mentor new team members to ensure proper onboarding and skill development.
• Prepare and present performance reports to management on service levels and customer satisfaction.
• Identify opportunities for process improvement and contribute to the development of service policies.
• Ensure compliance with company policies, service standards, and data protection regulations.
• Foster a positive, customer-focused culture within the team.

Qualifications and Skills:

• Bilingual (Arabic/English) abilities are a Must.
• Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
• Minimum 3–5 years of experience in customer service, including at least 1–2 years in a supervisory or team leader role.
• Strong leadership and people management skills.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Proficiency in CRM systems and Microsoft Office Suite.
• Ability to work under pressure and manage multiple priorities.
• Strong analytical and reporting skills.

Job Type: Full-time

Pay: E£12,000.00 per month