Customer Service Team Leader

Job Title

Customer Service Team Leader

About CityDrinks

CityDrinks is a distribution company specializing in beverage (including alcoholic‑beverage) products. The Customer Service Team Leader will play a key role in ensuring customers receive high‑quality service, while overseeing the team that handles orders, dispatch, returns, and customer support.

Key Responsibilities

* Lead, supervise, and manage the customer service team on a daily basis — assign tasks, manage schedules/rotas or shifts, and ensure adequate coverage.

* Coach, train, mentor and develop customer service staff (and possibly dispatch staff) to maintain high standards of customer interaction and operational performance.

* Serve as first escalation point for complex or sensitive customer issues — investigate complaints or problems, decide on resolution actions and ensure timely follow‑up.

* Monitor and evaluate team performance metrics (customer satisfaction, service levels, complaint resolution times, workload distribution, etc.), prepare reports for management, and propose improvements.

* Ensure proper handling of order processing, returns, exchanges, cancellations or voids — maintaining records and documentation as per company policies.

* Coordinate with other departments (procurement, logistics/dispatch, inventory/warehouse, receiving) to ensure smooth order fulfilment, dispatch, delivery scheduling, and overall customer experience — bridging customer service and operations.

* Contribute to the development and implementation of customer‑service policies, standard operating procedures (SOPs), and best practices aimed at improving efficiency and customer satisfaction.

*Maintain data integrity: ensure accurate entry and update of customer and order information in customer‑service or CRM systems, and proper documentation of all interactions and resolutions.

Qualifications & Skills

- Proven experience in customer service — ideally several years, with at least 1–2 years in a supervisory or team‑lead role.

- Strong leadership and people‑management skills: ability to motivate, coach, evaluate, and develop staff.

- Excellent communication (verbal and written), problem‑solving, and interpersonal skills — able to handle difficult or escalated customer issues professionally and calmly.

- Organizational skills and ability to multitask in a fast‑paced environment; comfort with handling operational duties plus customer service workload.

- Familiarity with customer‑service software/CRM systems, order‑processing systems, or dispatch/logistics support tools (preferred).

- High school diploma is generally required; further education (e.g. business degree) or relevant certification is a plus.

- Flexibility to assist across functions when needed — e.g. assist dispatch operations, resolve logistics‑related customer complaints, manage returns or exchanges.

- Good computer skills are a plus, including MS Office and CRM systems.
- Experience with e-commerce business is a plus.

What CityDrinks Offers

- A key leadership role, with responsibility for an important function (customer service + order fulfilment) in a fast‑paced, dynamic company.

- Opportunity for professional development and growth — training, team management experience, cross‑department collaboration.

- Competitive salary and benefits (depending on experience).

Job Type: Full-time

Pay: AED4,000.00 - AED5,000.00 per month

Ability to commute/relocate:

• Abu Dhabi: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Would you be willing to work in the alcoholic beverages industry?
• Would you be able to start immediately?