Customer Service Team Leader 

Job Details

Category:

Customer Service

Career Level:

Manager (Manager/Supervisor)

Experience:

2 Years

Required Qualification:

Customer Service

Requires Traveling:

Yes

Salary:

Salary Not disclosed

Salary Type:

Per Month

Total Vacancies:

1

Skills

leadership skillscustomer service operationsteamcustomer serviceteam leadercompanycorporateleadershipperformancecustomerphonecallscomplaintscorporate sales managerservice levelcall center

Description

• We are seeking a highly motivated and exemplary individual to join our team as a Customer Service Team Leader. We are looking for applicants who are excellent communicators and passionate about customer service. The right candidate will be with an experience of leading and managing a team of the customer service / call-center professionals.

• Provide day-to-day leadership to ensure a high performance, customer service-oriented work environment.
• Ensure all customer phone calls, emails, chats, etc. are handled in an accurate and timely manner including complaints, order issues, and resolving customers' concerns.
• Directly report to the CLT and Corporate Sales Manager and assist in meetings, presentations, and reports to discuss areas of concern in the Customer Service department.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs; improve service level by recommending processes; identify new product and service applications.
• Supervise a team of customer service staff; Coach, train, counsel, and monitor the performance of call center agents in order to ensure top performance.
• Work effectively together with other managers and supervisors to create maximum synergy, coordination, and cooperation
• Ensure that adequate agents are available during office hours and resolve any operational staffing problems that may occur.
• Plan and implement work programs and customer service activities: modifies departmental procedures and processes; creates quality assurance tools to ensure completion, quality, and timeliness

• Bachelor’s Degree is preferred not required
• Proven work experience as a Call-Center Team Lead in the Customer Service process and proficient knowledge of in-office procedures and practices.
• Must have excellent communication skills, both written and verbal.
• Proven track record for meeting and exceeding revenue targets and performance-driven KPIs
• People management and strong leadership skills
• Excellent time management skills and flexible schedule to manage an 8 AM – 8 PM customer service operations
• Ability to work in a fast-paced environment

• Rotational Shifts - 8 am to 5 pm / 11 am to 8 pm (Monday to Saturday)
• Expected Start Date: ASAP
• Location: Jebel Ali, Dubai
• Job Type: Full-time