Job Title: Customer Service Team Leader
Location: Dubai
Work Type: Full Time
Working Hours: Monday to Saturday
Salary: 8000 AED
Visa: Employment Visa
Client Overview
Our client is a leading organization in logistics and supply chain management in Dubai, renowned for providing high quality logistics services within the UAE.
Job Overview
The ideal candidate will be responsible for overseeing the day-to-day operations of the customer service team. They will manage workflow, provide guidance and support to customer service representatives.
Responsibilities
Team Management:
- Monitor customer service representatives’ performance and provide ongoing coaching and feedback
- Train and onboard new customer service representatives
- Ensure customer service representatives maintain a high level of customer service
- Foster an environment of collaboration and teamwork among customer service representatives
Market Analysis and Reporting:
- Analyze customer service trends and recommend improvements
- Prepare and analyze customer service reports
Process and Compliance Management:
- Develop and implement customer service policies and procedures
- Monitor customer service representatives’ adherence to company policies and procedures
- Resolve customer complaints and inquiries in a timely and efficient manner
Requirements:
- 3-5 years of experience in customer service with at least 1 year as a team leader or similar role, preferably in the logistics industry.
- Fluency in English and Arabic.
- Degree in relevant field is advantageous.
- Ability to motivate and mentor customer service representatives
- Knowledge of customer service software and systems.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- Excellent leadership and organizational skills.
- Strong communication, problem-solving, and decision-making skills.
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