Team Leader - Customer Service

• Job Title – Team Leader - Customer Service • Type - Permanent • Work Location – Dubai • Salary – AED 12000 Job description: Key Responsibilities • Lead and motivate the Customer Service team, providing daily direction and support • Monitor order flow, ensure same-day processing, and manage cut-off compliance • Handle escalated customer complaints and resolve complex issues • Conduct call audits, drive quality improvements, and manage underperformance through CAPA plans • Generate performance reports and conduct VOC (Voice of Customer) analysis • Coordinate last-mile delivery logistics with cross-functional teams • Train, coach, and conduct performance reviews for team members • Prepare rosters and manage day-to-day team operations Required Qualifications • Bachelor's degree • 5+ years of customer service experience (contact centre, ecommerce, or start-up environment preferred) • Minimum 2 years of people management experience • Advanced MS Office skills (Excel, Word, PowerPoint) • Strong data analysis and insight-generation capabilities • Excellent verbal and written communication skills Skills: • Customer Service Management • Team Leadership • People Management • Call Center Operations • Order Management • Escalation Management • Process Improvement • Root Cause Analysis (CAPA) • Voice of Customer (VOC) Analysis • Customer Journey Mapping • Data Analysis • Performance Management • Coaching & Employee Development • Microsoft Excel • Salesforce • Tableau • Magento • Logistics Coordination • Supply Chain Coordination • Customer Satisfaction (CSAT) • Net Promoter Score (NPS) • First Contact Resolution (FCR) Show more Show less