Customer Service Team Leader

Furniture Retail Company

We are seeking a proactive and customer-centric Customer Service Team Leader to lead our service team and ensure a seamless customer journey across our furniture and mattress retail operations.

Key Responsibilities

• Lead, supervise, and motivate the customer service team on a daily basis
• Deliver a high standard of customer experience before, during, and after sales
• Handle and resolve escalated customer complaints and inquiries efficiently
• Manage and follow up on customer cases using the CRM system, ensuring accurate tracking and timely resolution
• Coordinate closely with sales, delivery, warehouse, and after-sales teams
• Monitor order status, delivery schedules, and post-delivery follow-ups
• Train, coach, and evaluate team members to improve service quality and performance
• Ensure service processes are efficient, structured, and aligned with company standards
• Prepare performance reports, service metrics, and KPIs

Requirements

• Proven experience as a Customer Service Team Leader / Supervisor, preferably in retail
• Experience in furniture, mattress, or home retail is a strong advantage
• Arabic speaking is preferred (English is required)
• Strong working knowledge of CRM systems and customer case management
• Digitally savvy with a modern, process-driven approach to customer service
• Strong leadership, communication, and problem-solving skills
• Ability to multitask, work under pressure, and manage priorities effectively

What We Offer

• Competitive salary package
• Career growth within a growing retail business
• Professional and supportive work environment

Job Type: Full-time

Pay: KD500.000 - KD600.000 per month