customer service team lead

Johnson Brothers

<div>About Us<br>
At Johnson Brothers, we&rsquo;re a family-owned wine, spirits, and beer distributor with a proud history of exceptional service and lasting relationships. We&rsquo;re looking for an experienced and people-focused Office Manager to lead our Customer Service team and ensure every interaction reflects our company&rsquo;s commitment to quality, accuracy, and care.<br>
What You&rsquo;ll Do<br>
As the Office Manager, you&rsquo;ll oversee our Customer Service Representatives and play a key role in creating a positive experience for our customers and internal partners. You&rsquo;ll provide leadership, training, and day-to-day guidance to ensure the team delivers responsive, accurate, and friendly support.<p></p><p><b>
Job Description:</b></p><p><b>
Key Responsibilities</b></p><ul><li> Lead and develop the customer service team to ensure timely, accurate, and professional service.</li><li> Handle escalated customer inquiries and resolve complex issues with urgency and empathy.</li><li> Partner with Sales, Operations, and other departments to ensure smooth order flow and communication.</li><li> Monitor service metrics, analyze customer feedback, and identify opportunities to improve service and processes.</li><li> Coach and mentor team members, providing regular feedback, training, and performance development.</li><li> Stay current on company products, promotions, and systems to support both customers and team members.</li><li> Manage reporting and documentation related to customer service performance and satisfaction.</li><li> Support and promote a culture of collaboration, accountability, and continuous improvement.</li></ul><p><b>
What We&rsquo;re Looking For</b></p><ul><li> 3+ years of experience in customer service leadership or office management.</li><li> Strong ability to coach, develop, and motivate a team in a fast-paced environment.</li><li> Excellent communication, problem-solving, and relationship-building skills.</li><li> Strong understanding of customer service software, databases, and reporting tools.</li><li> Experience with Oracle NetSuite a plus.</li><li> High level of organization, attention to detail, and ability to manage multiple priorities.</li><li> Strategic thinker who can identify improvements and lead change effectively.</li><li> Customer-focused mindset and a passion for delivering great service.</li></ul><p></p><p><b>
Worker Sub-Type:</b></p>
Regular<p></p><p><b>
Time Type:</b></p>
Full time</div>

Office Manager

IntouchCX

About IntouchCX
<br><br>
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
<br><br>
About the Job
<br><br>
We’re changing the way people think about customer care, and we need your help!
<br><br>
We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
<br><br>
As Team Lead (French/English Bilingual), You Will…
<br><br>
<ul>
<li>Manage and supervise CSRs</li>
<li>Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees</li>
<li>Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements</li>
<li>Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas</li>
<li>Use critical thinking to develop solutions to improve business performance and partner success</li>
<li>Motivate teams through relationship building and real-time coaching</li>
<li>Develop incentive programs to motivate CSRs to achieve desired outcomes</li>
<li>Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team</li>
<li>Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues</li>
<li>Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings</li>
<li>Gain expert level knowledge on all partner products and promotions</li>
<li>Demonstrate a positive work ethic and commitment to achieve the best possible outcomes</li>
<li>Act as a role model and exemplify our 10 Things (cultural values)</li>
</ul>
As Team Lead (French/English Bilingual), You Have…
<br><br>
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)</li>
<li>Must be fluent in French and English, written and oral</li>
<li>1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role</li>
<li>Experience dealing with escalated issues in a contact center capacity</li>
<li>The ability to type 30 WPM with accuracy</li>
<li>Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset</li>
<li>The ability to use spreadsheet applications to maintain and develop operational reporting</li>
<li>Exceptional time management, organizational and prioritization skills to complete work in a timely manner</li>
<li>Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment</li>
<li>The ability to work a variety of shifts, including days, evenings and holidays</li>
</ul>


Team Lead (French/English Bilingual)

Bloomingbox.com

<p><b>About the Role</b></p><p>We're looking for a dynamic Customer Experience Team Lead to join our growing organization. In this role, you'll lead a dedicated team focused on delivering exceptional customer experiences across all touchpoints. You'll play a crucial role in building customer loyalty, driving satisfaction metrics, and ensuring our service standards exceed expectations.</p><p><b>What You'll Do</b></p><p><b>Team Leadership &amp; Development</b></p><ul><li>Lead and inspire a team of customer service professionals to deliver outstanding service</li><li>Provide coaching, mentoring, and on-the-job training to develop team capabilities</li><li>Manage performance and support professional growth of team members</li><li>Foster a positive team culture aligned with company values</li></ul><p><b>Customer Experience Management</b></p><ul><li>Oversee customer interactions across multiple channels (email, chat, phone, social media)</li><li>Handle escalated customer concerns with empathy and effective resolution strategies</li><li>Implement and analyze customer feedback programs to drive continuous improvement</li><li>Collaborate with Marketing on customer-focused campaigns and initiatives</li><li>Monitor product availability and communicate with stakeholders to maximize customer satisfaction</li></ul><p><b>Operational Excellence</b></p><ul><li>Ensure consistent service quality and process compliance across the team</li><li>Provide management coverage during operational hours (on-site or remote)</li><li>Optimize customer service workflows and processes</li><li>Prepare and analyze performance reports to identify improvement opportunities</li><li>Support cross-functional projects aimed at enhancing the customer journey</li></ul><p><b>Success in This Role Means</b></p><ul><li>Driving improvements in key metrics including NPS (Net Promoter Score) and customer satisfaction</li><li>Increasing team efficiency while maintaining service quality</li><li>Contributing to revenue growth through excellent customer experience</li><li>Building strong cross-departmental relationships</li></ul><p><b>What You'll Need</b></p><p><b>Experience</b></p><ul><li>3+ years in customer service roles with demonstrated success</li><li>Previous supervisory or team lead experience</li><li>Experience managing customer interactions across multiple channels</li><li>Call center experience is beneficial</li></ul><p><b>Skills &amp; Abilities</b></p><ul><li>Strong problem-solving abilities and decision-making skills</li><li>Excellent communication skills in English and Arabic</li><li>Customer-centric mindset with genuine passion for service excellence</li><li>Tech-savvy with experience using CRM systems and digital communication tools</li><li>Ability to analyze data and translate insights into action</li></ul><p><b>Education</b></p><ul><li>Bachelor's degree in Business, Marketing, or Communications is advantageous</li></ul><p>This position offers the opportunity to make a significant impact on our customer experience strategy while developing your leadership skills in a supportive environment.</p><p>Job Type: Full-time</p><p>Pay: AED6,000.00 - AED7,000.00 per month</p>

Supervisor Customer Service

On Hire

A leading company in the Financial Services industry is seeking a Customer Service Manager to oversee their customer service department and ensure their customers receive exceptional service. The ideal candidate will have a strong background in customer service, a passion for helping others, and the ability to lead a team effectively.
<br><br>
<b>Key Responsibilities::</b><br>
<ul>
<li>Develop and implement customer service policies and procedures to enhance service delivery.</li>
<li>Manage and train customer service representatives, providing guidance and support to solve complex issues.</li>
<li>Monitor the customer service team’s performance through KPIs and metrics.</li>
<li>Provide feedback and coaching to team members to support their professional growth.</li>
<li>Handle escalated customer complaints and ensure timely and effective resolution.</li>
<li>Collaborate with other departments to address customer needs and improve overall service quality.</li>
<li>Stay current on industry trends and competitive landscape to enhance service practices.</li>
</ul>
<b>Requirements:</b><br>
<b>Qualifications:</b><br>
<ul>
<li>Bachelor's degree in Business Administration, Communications, or a related field.</li>
<li>Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role.</li>
<li>Proven leadership skills and ability to manage and motivate a team.</li>
<li>Exceptional communication and interpersonal skills.</li>
<li>Strong analytical and problem-solving capabilities.</li>
<li>Proficiency in customer service software and CRM systems.</li>
<li>Ability to work in a fast-paced environment and handle multiple priorities.</li>
</ul>
<b>Benefits:</b><br>
Attractive Package

Customer Service Manager

Atlantic American Corporation

<div><h1 class="jobSectionHeader"><b>Job Summary:</b></h1><p>
At Bankers Fidelity, the <b>Team Lead-Policyholder Services &amp; Loyalty</b> is a key player in driving excellence and making a real impact on our customers' experiences. This dynamic role combines hands-on customer service with leadership, empowering you to guide a team while ensuring each interaction with agents, policyholders, and providers is handled with professionalism, empathy, and a strong problem-solving approach.</p><p>
As a Team Lead, you&rsquo;ll not only lead and mentor a talented team but also help shape their growth and success. You will play a critical role in aligning day-to-day operations with our organizational goals, helping your team excel while delivering outstanding service at every turn. With your deep product knowledge and sharp analytical skills, you will optimize performance, elevate customer experiences, and build lasting relationships.</p><p>
This is more than just a leadership role&mdash;it's an opportunity to drive continuous improvement in our service and truly make a difference in the lives of our clients.</p><h1 class="jobSectionHeader"><b>
Key Responsibilities:</b></h1><p>
Essential duties and responsibilities include but are not limited to the following:</p><ul><li><b>
Lead and Inspire:</b> Guide, mentor, and motivate a high-performing team, fostering a culture of service excellence and continuous improvement.</li><li><b>
Enhance Customer Experience:</b> Ensure every customer interaction&mdash;whether with agents, policyholders, or providers&mdash;demonstrates professionalism, empathy, and an unwavering commitment to resolving inquiries.</li><li><b>
Drive Team Performance:</b> Monitor team progress and performance metrics, identifying areas for improvement and implementing strategies to optimize service delivery and exceed customer expectations.</li><li><b>
Support Team Development:</b> Provide ongoing coaching and feedback to team members, helping them achieve their personal and professional growth goals while aligning with organizational objectives.</li><li><b>
Ensure Operational Efficiency:</b> Oversee daily operations to ensure seamless workflow, alignment with organizational goals, and adherence to company standards and policies.</li><li><b>
Resolve Complex Inquiries:</b> Take ownership of escalated issues and complex customer inquiries, ensuring timely and effective resolution while maintaining high customer satisfaction levels.</li><li><b>
Collaborate Across Teams:</b> Work closely with other departments and leadership to identify opportunities for process improvements, enhance customer satisfaction, and implement best practices across the organization.</li><li><b>
Leverage Analytical Skills:</b> Utilize strong analytical abilities to assess performance data, identify trends, and recommend solutions for continuous improvement in both individual and team performance.</li><li><b>
Champion Company Values:</b> Uphold and reinforce Bankers Fidelity&rsquo;s commitment to service excellence, professionalism, and integrity in every aspect of team leadership.</li></ul><h1 class="jobSectionHeader"><b>
Qualifications:</b></h1><ul><li>
High school diploma or equivalent; completion of relevant college courses or professional certifications preferred.</li><li>
At least seven years of progressive customer service experience, preferred experience in a leadership or supervisory capacity.</li></ul><h1 class="jobSectionHeader"><b>
Skills:</b></h1><ul><li><b>
Leadership &amp; Mentorship:</b> Ability to lead, inspire, and motivate a team, providing guidance and support to foster professional growth and high performance.</li><li><b>
Exceptional Communication:</b> Strong verbal and written communication skills to effectively interact with team members, clients, and cross-functional teams.</li><li><b>
Customer-Centric Mindset:</b> Deep commitment to providing outstanding service, ensuring every interaction is handled with empathy, professionalism, and a focus on problem resolution.</li><li><b>
Analytical Thinking:</b> Strong ability to analyze performance data, identify trends, and make data-driven decisions to optimize team performance and improve customer experience.</li><li><b>
Conflict Resolution:</b> Proficiency in handling escalated issues and complex inquiries, using patience, tact, and problem-solving skills to achieve positive outcomes.</li><li><b>
Time Management &amp; Organization:</b> Excellent organizational skills to manage multiple tasks and priorities while ensuring timely and efficient operations.</li><li><b>
Coaching &amp; Development:</b> Expertise in coaching, mentoring, and providing constructive feedback to help team members achieve their full potential.</li><li><b>
Collaboration &amp; Teamwork:</b> Ability to work effectively with cross-functional teams, fostering a collaborative environment to drive improvements and deliver results.</li><li><b>
Adaptability &amp; Problem-Solving:</b> Ability to navigate change, think critically, and approach challenges with creative solutions.</li><li><b>
Attention to Detail:</b> Strong focus on maintaining accuracy in all aspects of work, from data analysis to customer service delivery.</li></ul><h1 class="jobSectionHeader"><b>
Work Environment / Physical Requirements:</b></h1><p>
The work environment is a standard office setting with typical office equipment. This role involves professional collaboration with colleagues and clients. Responsibilities may involve extended periods of sitting, occasional walking between departments or meeting rooms, and periodic standing, reaching, stooping, and lifting office items weighing up to 25 pounds.</p></div>

Policyholder Service Team Lead

<div><div><b>Position Overview</b></div><div><br>
<b>
DHL Group</b> the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are:<b> Connecting People</b>. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.</div><div></div><div><br>
We are seeking a dedicated <b>Team Lead Call Center</b> to support and guide our customer service agents in providing exceptional email support to our global customer base. This role involves overseeing the handling of customer inquiries, ensuring the resolution of shipment-related issues, and maintaining accurate documentation in our CRM system. You will also support your team in utilizing translation tools to effectively serve customers in the German speaking market.</div><div></div><div><b><br>
Key Responsibilities:</b></div><div><ul><li>
Lead a team in the Customer Service Email Support Front Office area.</li><li>
Act as a link between site management and the team</li><li>
Support personnel matters and moderate team meetings and complex cases</li><li>
Develop and implement concepts independently</li><li>
Plan, coordinate, and ensure task completion within the team</li><li>
Analyse data and reports and deliver respective measures</li><li>
Maintain professional relationship and stakeholder management</li><li>
Report directly to site management</li></ul></div><div><b>
Required Qualifications:</b></div><div><ul><li>
Education: Completed customer service training or degree with relevant qualification</li><li>
Experience: Several years of professional experience and initial leadership experience</li></ul><b>
Skills:</b><br>
<ul><li>
5+ years working experience in the corporate office environment</li><li>
3+ years proficiency in common Microsoft-office applications</li><li>
2+ years user knowledge of Salesforce and SAP applications</li><li>
Experience in B2BC commercial business processes (e.g. CRM, contract life cycle management) preferred</li><li>
Independent, structured, and responsible working style</li><li>
Analytical and conceptual skills</li><li>
Organizational skills and enthusiasm for teamwork</li><li>
Excellent communication and negotiation skills</li><li>
Flexibility and willingness to take on new topics and projects</li><li>
High commitment, enthusiasm, and strong social competence</li></ul></div><div><b>
Working Conditions</b></div><div><ul><li><b>
Schedule:</b> Standard Indian business hours.</li><li><b>
Work Options: </b>Onsite only.</li><li><b>
Global Coverage: </b>May require occasional work outside standard hours.</li><li><b>
Performance Metrics: </b>Success measured by response time, resolution rate, and customer satisfaction scores.</li></ul></div><div><b>
Benefits</b></div><ul><li> <b>Annual Leave:</b> 42 days off apart from Public / National Holidays.</li><li> <b>Medical Insurance:</b> Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.</li></ul></div><div></div>

Team Lead Customer Service Email Support Front Office

Zurich Insurance

<div><div><div><div><div><b>Job Summary</b></div></div><div></div><div><br>
<div>
Zurich Workplace Solutions (ZWS) is an entity from Zurich International located in the heart of the DIFC's International Financial Centre. They provide localized workplace savings solutions that offer flexibility, control and make a positive difference to long-term financial security.</div><div><br>
ZWS is the Administrator of the DIFC Employee Workplace Savings plan (DEWS), a progressive end-of-service benefit plan introduced within the DIFC in 2020 and now serving more than 70 government and freezone entities.</div><div><br>
To support our expansion, we're looking for a Senior complaints consultant &amp; Team Lead to join the Service Centre team.</div><div><br>
In this role, you will be responsible for resolving direct and indirect customer complaints ensuring that they are dealt with in accordance with the local complaints policies and lead a team of service consultants.</div></div></div><div></div><div><div><div><b><br>
Job Accountabilities</b></div><br>
</div><div><div>
</div><div>As a Senior Complaints Consultant and Team lead, your role will involve:</div><br>
<div></div>
<ul>
<li>Provide a customer-focused and responsive service for all customers you assist with a complaint, Members' Enquiry, complex/escalated issue - reviewing/investigating and responding to all concerns raised in a way that is positive and helpful, maximizing early resolution of issues, minimizing further problems for customers and keeping customers always updated.</li>
<li>Contact complainants as early as possible to ensure that their concerns and desired outcomes are fully understood, managing expectations early on where this is required.</li>
<li>Engage with colleagues promptly and proactively from other teams, including managers, to gather information required to fully investigate and respond to complaints, Members' Enquiries and complex queries.</li>
<li>Adhere to SLA's and complete any promised follow up actions to remedy issues for customers in a timely and high-quality way, in line with what was agreed with customers, minimizing further issues and complaint escalation.</li>
<li>Manage customer expectations regarding policy and process in a nonconfrontational and customer-focused manner, offering alternatives where possible.</li>
<li>Assist customers in a way that complies with relevant regulatory and legislative requirements including those regarding data protection and applying learning from relevant training and minimizing risk.</li>
<li>Identify and share emerging issues for customers which help improve the service offered by the Customer Resolution Team and other teams, including raising issues that re-occur.</li>
<li>Assist with the completion of regular complaints &amp; correspondence reports, by collating information from supporting systems and assisting with the commentary required.</li>
<li>Use your initiative, knowledge, and judgement to assess and resolve problems including prompt escalation to managers as required.</li>
<li>Develop and maintain knowledge of other services to ensure you support customers and other services in the most effective way.</li>
<li>Assist with quality and timely responses to customer emails or enquiries received through our websites during busy periods and/or when cover is needed for training.</li></ul></div></div><div></div><div><div><div><b><br>
Job Accountabilities</b></div></div><div></div><div><br>
<ul>
<li>Undertake ad-hoc tasks as identified by the Contact Center Team Leader, Service Delivery Manager, or managers from the services that you assist.</li>
<li>Work collaboratively across all Operational areas and assist with BAU Contact center tasks.</li>
<li>Demonstrate a flexible and co-operative approach towards changing business needs.</li>
<li>Assist with Regulatory audits around complaints process and findings.</li>
<li>Handle complex customer complaints and inquiries, ensuring resolution in line with Zurich&rsquo;s standards.</li>
<li>Act as a subject matter expert for complaint management, guiding colleagues and supporting process improvements.</li>
<li>Collaborate with internal stakeholders to resolve issues and prevent future complaints.</li>
<li>Ensure compliance with regulatory requirements and Zurich&rsquo;s complaint handling policies.</li>
<li>Provide root cause analysis and contribute to reporting and trend identification.</li>
<li>Support implementation of best practices and continuous improvement initiatives.</li>
<li>Lead, coach, and develop a team of service consultants, fostering a collaborative and high-performing environment.</li>
<li>Monitor team performance, provide constructive feedback, and conduct regular one-to-ones and performance reviews.</li>
<li>Allocate tasks and manage teamwork to ensure timely, effective complaint resolution.</li>
<li>Support team members in complex cases, providing guidance and escalation management.</li>
<li>Drive employee engagement and support professional development through mentoring and training opportunities.</li>
<li>Ensure the team adheres to Zurich&rsquo;s values, compliance standards, and customer-centric approach.</li>
<li>Communicate organizational updates, policy changes, and process improvements to the team.</li>
<li>Promote a culture of empathy, optimism, and reliability in line with Zurich&rsquo;s brand principles.</li></ul></div></div><div></div><div><div><div><b><br>
Job Qualifications</b></div></div><div></div><div><br>
<div>
To be successful in this role, you will need:</div><br>
<div></div>
<ul>
<li>Bachelor's degree (in business/finance would be an added advantage).</li>
<li>3 years or more' experience in customer handling and complaints management, preferably within the Insurance/End of service Industry.</li>
<li>High level of written and verbal skills to assist customers in a clear and helpful way across all communication channels.</li>
<li>Ability to communicate complex information concisely.<br>
Prior experience in a contact center environment will be a plus.</li>
<li>Proven track record in team leadership or supervisory roles will be preferred.</li></ul></div></div></div><div></div><div><b><br>
Why Zurich</b></div><br>
<div></div>
<div>
At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?</div><br>
<div></div>
<div>
We are an equal opportunity employer who knows that each employee is unique - that&rsquo;s what makes our team so great!</div><div><br>
Join us as we constantly explore new ways to protect our customers and the planet.</div><br>
<ul>
<li>Location(s): AE - Dubai</li>
<li>Remote working: No</li>
<li>Schedule: Full Time</li>
<li>Recruiter name: Leigh Jeremy Jaye Santander</li>
<li>Closing Date: October 28, 2025</li></ul></div><div></div>

Senior Complaints Consultant & Team Lead

Search 10000+ Customer service team lead jobs near you this October. New roles added regularly across leading industries. Apply today.