Customer Service Team Lead

Company Description

Ahlan is a unique loyalty program that rewards members for dining in or ordering online from their favorite restaurants. As an Ahlan Member, you can accumulate credits and spend them at any featured restaurant. We provide a safe and easy way for members to earn credit and enjoy great offers from our partner restaurants. Join us and experience the benefits of being a loyal Ahlan Member!

Role Description

This is a full-time on-site role as a Customer Service Team Lead at Ahlanapp.com located in Capital Governorate, Bahrain. As a Team Lead, you will be responsible for managing and overseeing the customer service team, ensuring customer satisfaction, providing support to customers, and maintaining excellent communication with both customers and team members.

Responsibilities:

• Team Leadership:
• Motivate, coach, and develop a team of customer service agents to achieve performance goals.
• Delegate tasks and prioritize workloads effectively.
• Conduct regular performance reviews and provide constructive feedback to agents.
• Identify training needs and recommend development opportunities for team members.
• Address team concerns and maintain a positive and supportive work environment.

• Customer Service Excellence:
• Monitor and evaluate agent performance to ensure adherence to quality standards and company policies.
• Identify areas for improvement in the customer service process and implement changes.
• Escalate complex customer issues to the appropriate team and track resolution to ensure customer satisfaction.
• Analyze customer service data and trends to identify opportunities for process optimization.

• Operational Efficiency:
• maintain team schedules to ensure adequate staffing levels and efficient call center operations.
• Monitor call center metrics like call volume, average handle time, and customer satisfaction scores.
• Collaborate with other departments (e.g., IT, Marketing) to address customer service issues and implement solutions.

• Additional Responsibilities:
• Serve as the first point of contact for complex customer inquiries or escalated issues.
• Participate in customer service meetings and projects as needed.
• Stay updated on industry best practices in customer service leadership and incorporate them into team practices.

Qualifications:

• Minimum 1 years of experience in a customer service leadership role.
• Proven experience in coaching, motivating, and developing customer service agents.
• Strong understanding of customer service best practices and quality assurance principles.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to delegate tasks effectively and prioritize workloads.
• Strong analytical and data-driven approach to problem-solving.
• Proficiency in Microsoft Office Suite.
• Experience with call center management software (a plus).
• In-depth knowledge of the Ahlan App or similar food pick-up/delivery apps (highly preferred).
• Ability to work independently and as part of a team.