Team Leader - Customer Service

About the role

We are seeking an experienced Team Leader to drive excellence within our Customer Service department in Dubai. You will lead a dynamic team, ensuring swift order processing, high‑quality support, and seamless coordination with logistics partners.

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 complaints, resolve complex issues and maintain customer satisfaction.
• Conduct call audits, implement 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, evaluate and conduct performance reviews for team members.
• Prepare rosters and oversee day‑to‑day team operations.

Required profile

• Bachelor’s degree.
• 5+ years of customer service experience, preferably in contact‑centre, e‑commerce or start‑up environments.
• Minimum 2 years of people‑management experience.
• Advanced MS Office proficiency (Excel, Word, PowerPoint).
• Strong data‑analysis and insight‑generation capabilities.
• Excellent verbal and written communication skills.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• Salesforce
• Tableau
• Magento