Customer Service Team Lead
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Key skills for this role
About the Role
We are seeking a Customer Care Team Lead to manage daily call center operations, guide a team of agents, and ensure high service standards. The role includes monitoring KPIs, handling escalations (including VIP cases), and driving continuous process improvements in line with SLAs.
Key Skills for This Role
Full Job Posting
Overview
We are seeking a
Customer Care Team Lead
to manage daily call center operations, guide a team of agents, and ensure high service standards.
The role includes monitoring KPIs, handling escalations (including VIP cases), and driving continuous process improvements in line with SLAs.
Key Responsibilities
- Lead and mentor customer care agents
- Facilities/Property Management industry experience required
- Monitor performance and ensure SLA compliance
- Must have hands on Experience on CRM / CAFM / CMMS systems
- Handle escalations of all client
- Conduct quality checks and enhance service processes
- Coordinate with internal teams for timely resolution
Requirements
- 5+ Years experience within Facilities Management company required
- Strong leadership & communication skills
- Experience in customer care or call center operations
- Proficiency in
• Arabic Speaker (mandatory)
- Strong problem-solving ability & ability to work under pressure
- Customer-focused with excellent attention to detail
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