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 fastpaced fulfilment center environment ensuring excellent customer experience and efficient issue resolution. Key responsibilities include overseeing customer support account management process improvement interdepartment collaboration relationship management customer experience monitoring performance tracking training and reporting.

Position: Customer Service Team Leader

Location: Dubai

Salary:AED

Qualification: Relevant to the industry

Experience: 35 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 firstcontact resolution whenever possible.
• Account Management: Work closely with the Sales Account Manager playing a key role in client retention and growth. Understanding the clients 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.
• InterDepartment 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 highquality standards and adherence to company policies and procedures. Resolve AccountLevel 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 decisionmaking 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:

• Bachelors degree in business logistics or related field preferred.
• 35 years of customer service experience with at least 2 years in a leadership role.
• Strong communication skills both verbal and written.
• Excellent problemsolving 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 highquality service.
• Leadership qualities such as integrity accountability empathy and resilience.

Competitive Salary with standard Benefits

Salary:AED

Remote Work :

No