# Customer Service Team Lead — Confidential Careers

Canonical: https://jobxdubai.com/jobs/li-4478273669-customer-service-team-lead
Location: Abu Dhabi, UAE
Type: full_time · Level: lead
Monthly salary: AED 12,000 to 18,000 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-10-19
Apply: https://www.linkedin.com/jobs/view/customer-service-team-lead-at-confidential-careers-4478273669?_l=en

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## Description

Job Purpose

The Team Lead, Customer Service leads a team of customer service agents to deliver an excellent, consistent customer experience. The role combines hands-on supervision, coaching and performance management with day-to-day operational oversight, ensuring service targets are met and customer issues are resolved promptly and professionally.

Key Responsibilities

Team Leadership

• Supervise, motivate and support a team of customer service agents, setting clear daily and weekly goals.

• Manage shift schedules, attendance, breaks and leave to maintain adequate coverage.

Service Delivery & Performance

• Monitor team performance against KPIs such as CSAT, first-contact resolution, average handling time, response time and quality scores.

• Track real-time queues and reallocate resources to meet service level agreements.

• Handle escalated and complex customer complaints, ensuring fair and timely resolution.

• Analyse trends in customer feedback and recurring issues, and recommend process improvements.

Reporting & Process Improvement

• Prepare daily, weekly and monthly performance reports for the Customer Service Manager.

• Collaborate with other departments (e.g., operations, billing, technical teams) to resolve cross-functional issues.

Qualifications & Experience

• Bachelor's degree or diploma in Business Administration, Communications or a related field (or equivalent experience).

• Minimum 3–5 years of customer service experience, including at least 1–2 years in a supervisory or senior agent role.

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## Requirements

Bachelor's degree or diploma in Business Administration, Communications or a related field (or equivalent experience). Minimum 3–5 years of customer service experience, including at least 1–2 years in a supervisory or senior agent role.

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