Team Leader - Customer Service

About the role

We are seeking a proactive Team Leader to head our Customer Service team in Dubai. You will guide a group of agents, ensure efficient order processing, and uphold high service standards.

Key responsibilities

• Lead, motivate and provide daily direction to the Customer Service team.
• Monitor order flow, guarantee same‑day processing and enforce cut‑off compliance.
• Handle escalated customer complaints and resolve complex issues.
• Conduct call audits, drive quality improvements and manage under‑performance through CAPA plans.
• Generate performance reports and perform Voice of Customer (VOC) analysis.
• Coordinate last‑mile delivery logistics with cross‑functional teams.
• Train, coach and conduct performance reviews for team members.
• Prepare rosters and oversee day‑to‑day team operations.

Required profile

• Bachelor’s degree.
• Minimum 5 years of customer service experience, preferably in a contact‑centre, e‑commerce or start‑up environment.
• At least 2 years of people‑management experience.
• Strong data‑analysis and insight‑generation capabilities.
• Excellent verbal and written communication skills.

Required skills

• Advanced MS Office (Excel, Word, PowerPoint).
• Salesforce.
• Tableau.
• Magento.