Customer Service Team Lead

Job Overview The Team Leader – Customer Service is responsible for overseeing daily customer service operations, ensuring seamless order processing, timely issue resolution, and exceptional customer experience. The role leads a team of customer service executives, coordinates with cross-functional stakeholders including Sales, Supply Chain, Logistics, Finance, and IT, and drives operational excellence through process improvements, performance monitoring, and team development. Key Responsibilities • Lead and supervise daily customer service operations, ensuring timely and accurate order processing • Manage customer escalations and resolve complex service issues while maintaining high customer satisfaction • Provide coaching, guidance, and performance management for customer service team members • Coordinate with Sales, Supply Chain, Warehouse, Logistics, Finance, Marketing, and IT to ensure smooth order fulfilment and last-mile delivery • Monitor order flow, delivery schedules, returns, uplifts, and special customer requests to minimize delays and errors • Conduct call audits, implement corrective actions (CAPA), and drive continuous process improvement initiatives • Generate operational and performance reports, dashboards, presentations, and customer insights for management • Perform data analysis including customer feedback (VOC), service metrics, and operational performance to identify improvement opportunities Requirements • Bachelor's degree in any discipline • 5+ years of customer service experience, preferably within contact centres, e-commerce, FMCG, retail, or startup environment • Minimum 2 years of experience leading or managing customer service team • Strong understanding of order management, customer operations, and service delivery • Advanced proficiency in Microsoft Excel, Word, and PowerPoint • Experience working with large datasets and deriving actionable insight • Exposure to Salesforce, Tableau, or Magento is an advantage • Knowledge of Customer Journey Mapping and Voice of Customer (VOC) analysis is preferred • Excellent communication, analytical, problem-solving, stakeholder management, and leadership skills Package - AED 10000/month + benefits Show more Show less