Customer Service Team Leader

About the role

We are seeking a Customer Service Team Leader to manage day‑to‑day operations of our service team, ensuring smooth delivery within defined SLAs and high‑quality standards that enhance the overall customer experience.

Key responsibilities

• Own escalation calls and ensure issues are resolved within SLAs.
• Resolve complaints efficiently to maintain customer satisfaction and company reputation.
• Suggest enhancements to the knowledge base and maintain high First Call Resolution rates.
• Monitor daily load and SLA performance across all channels, making dynamic decisions to meet standards.
• Oversee complex case resolution and coordinate with business points of contact to expedite outcomes.
• Plan store and warehouse visits to improve product knowledge and e‑commerce support.
• Review updates to terms & conditions and ensure consistent replies across channels.
• Review daily performance of executives, coach, and take corrective actions.
• Onboard new hires with operational training, quizzes, and quality assessments.
• Manage the monthly roster to ensure full coverage and fair shift distribution.
• Analyze client interactions for quality compliance and coordinate training needs.
• Monitor team attendance, address punctuality issues, and liaise with HR when necessary.
• Set yearly objectives, provide regular feedback, and coach the team.
• Approve or decline warranty claims according to company SOPs.

Required profile

• Minimum 3 years of experience in customer service or a call centre.
• At least 1 year of experience managing a team.
• Fluent in spoken and written English and Arabic.
• Experience working in a luxury environment.

Required skills

• Salesforce
• Genesys