Customer Service Team Leader- Dubai

Our client, a leading firm in the eCommerce fulfilment industry, is seeking a Customer Service Team Leader to oversee operations and ensure exceptional service delivery. The ideal candidate will lead customer service teams in a fast-paced fulfilment center environment, ensuring excellent customer experience and efficient issue resolution. Key responsibilities include overseeing customer support, account management, process improvement, inter-department collaboration, relationship management, customer experience monitoring, performance tracking, training, and reporting.

Position: Customer Service Team Leader

Location: -Dubai

Salary: 6,000 - 8,000 AED

Qualification: Relevant to the industry

Experience: 3-5 years of experience required, with a minimum of 2 years in the UAE

Proposed Start Date: Immediate

Key Activities & Responsibilities:

• Customer Support: Ensure that all customer inquiries, concerns, and complaints are addressed promptly and professionally, aiming for first-contact resolution whenever possible.
• Account Management: Work closely with the Sales Account Manager playing a key role in client retention and growth. Understanding the client's business and expectations and serve as the lead point of contact for all account management matters. Collaborate with Business Development team to identify and grow opportunities within the territory.
• Process Improvement: Identify opportunities to streamline customer service processes and implement improvements to enhance efficiency and effectiveness.
• Inter-Department Collaboration: Work closely with other departments, including operations, logistics, and management, to address customer issues, resolve escalations, and improve overall customer satisfaction.
• Relationship Management: Build and nurture strong client relationships by understanding their needs, preferences, and expectations. Proactively address client concerns, provide regular status updates on orders, and identify opportunities for account growth.
• Customer Experience: Monitor and evaluate customer interactions to maintain high-quality standards and adherence to company policies and procedures. Resolve Account-Level client escalations and requests. Ensure timely and successful delivery of shipments according to clients needs
• Performance Tracking: Set clear performance expectations, track performance metrics, and implement corrective actions as needed to drive continuous improvement.
• Training: Provide ongoing training, coaching, and feedback to team members to enhance their skills and knowledge of products, services, and systems.
• Reporting: Generate regular reports on customer service metrics, trends, and insights to inform decision-making and identify areas for improvement and communicate client progress on monthly basis to Sales Account Manager
• Team Management: Coordinate with team members working on the same account to ensure consistent service

Qualifications & Skills:

• Bachelor's degree in business, logistics, or related field preferred.
• 3-5 years of customer service experience, with at least 2 years in a leadership role.
• Strong communication skills, both verbal and written.
• Excellent problem-solving skills and strategic thinking ability.
• Proficiency in customer service software and order management systems.
• Ability to work under pressure, multitask, and prioritize effectively.
• Attention to detail and commitment to high-quality service.
• Leadership qualities such as integrity, accountability, empathy, and resilience.

Competitive Salary with standard Benefits