Customer Services Lead

We are a leading fresh food e-commerce and retail company in the UAE, known for quality, sustainability, and customer excellence. With a strong commitment to innovation and service, we continue to redefine the online shopping experience for our customers. We are seeking a dynamic and customer-focused professional to lead our Customer Services team. The ideal candidate will ensure seamless customer interactions, handle escalations, and drive process improvements to deliver an exceptional service experience.

Role Overview:

• Lead and manage the customer services team across multiple channels (phone, email, chat, social).
• Monitor performance metrics, customer satisfaction levels, and service SLAs.
• Handle escalations effectively and provide quick resolutions.
• Collaborate with internal departments (operations, logistics, IT, marketing) to improve processes and customer experience.
• Train, mentor, and motivate the customer services team.
• Analyze trends, prepare reports, and recommend improvements in service delivery.