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Customer Service Team Lead (Arabic Speaker - Remote)
HomeKode
Dubai, UAE
Full Time
Lead
1 months ago
Team LeadershipCustomer ServiceEscalation ManagementPerformance CoachingOperational ReportingFreshdesk
Free
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Team LeadershipCustomer ServiceEscalation Management
About the Role
HomeKode is hiring a Customer Service Team Lead to oversee frontline operations across multiple channels. The role requires leading a team, managing escalations, ensuring service quality, and driving process improvement.
Key Skills for This Role
Team LeadershipCustomer ServiceEscalation ManagementPerformance CoachingOperational ReportingFreshdesk
Responsibilities
- Lead day to day frontline operations across calls, chat, email, WhatsApp, social media, and other customer touchpoints
- Manage queue performance, workload distribution, service continuity, and operational coverage
- Handle customer complaints, complex cases, and service recovery initiatives
- Ensure compliance with company policies, SOPs, service standards, and SLA achievement
- Lead, coach, mentor, and develop customer service representatives
- Work closely with internal departments and cross functional teams to resolve customer concerns
- Conduct team huddles, onboarding sessions, refresher training, and knowledge sharing initiatives
- Prepare and submit accurate daily, weekly, monthly, and quarterly operational reports
- Identify operational gaps, workflow inefficiencies, and service improvement opportunities
Requirements
- Bachelor's Degree or Diploma in Business Administration, Customer Service, Communications, Retail Operations, or a related field
- Minimum 3–5 years of experience in customer service, contact center, omnichannel support, or retail service operations
- Proven experience in a Team Leader, Senior Customer Service Representative, Subject Matter Expert (SME), or supervisory role
- Fluent in Arabic and English (mandatory)
- Proficiency in Freshdesk, Freshchat, or similar customer support platforms
- Proficiency in CRM and ticketing systems
- Proficiency in Microsoft Excel and Microsoft Office Suite
Full Job Posting
Role Overview
- The Customer Service Team Lead is responsible for translating customer service strategy into daily operational execution by leading frontline service operations across multiple customer channels.
- The role focuses on driving service excellence, operational efficiency, team performance, customer satisfaction, and continuous process improvement.
Main Responsibilities
- Team Operations & Floor Management: Lead day to day frontline operations across calls, chat, email, WhatsApp, social media, and other customer touchpoints by managing queue performance, workload distribution, service continuity, and operational coverage.
- Customer Escalation Management: Handle customer complaints, complex cases, and service recovery initiatives by ensuring timely resolution, clear ownership, effective stakeholder coordination, and an exceptional customer experience.
- Service Quality & Operational Governance: Ensure compliance with company policies, SOPs, service standards, attendance requirements, routing rules, and operational procedures while maintaining service consistency and SLA achievement.
- Team Leadership & Performance Management: Lead, coach, mentor, and develop customer service representatives by providing regular feedback, performance coaching, productivity monitoring, and continuous development to achieve operational goals.
- Stakeholder Collaboration: Work closely with internal departments and cross functional teams to resolve customer concerns, manage escalations, coordinate service requests, and ensure timely follow up and resolution.
- Training & Knowledge Management: Conduct team huddles, onboarding sessions, refresher training, and knowledge sharing initiatives to strengthen team capability, improve service quality, and maintain operational readiness.
- Reporting & Performance Monitoring: Prepare and submit accurate daily, weekly, monthly, and quarterly operational reports, providing performance insights, service trends, and actionable recommendations to support business decisions.
- Process Improvement: Identify operational gaps, workflow inefficiencies, system issues, and service improvement opportunities while recommending practical solutions that enhance productivity, service quality, and customer satisfaction.
Minimum Requirements
- Highest Academic/Vocational Qualification: Bachelor's Degree or Diploma in Business Administration, Customer Service, Communications, Retail Operations, or a related field.
- Relevant Work Experience: Minimum 3–5 years of experience in customer service, contact center, omnichannel support, or retail service operations.
- Proven experience in a Team Leader, Senior Customer Service Representative, Subject Matter Expert (SME), or supervisory role.
- Hands on experience managing frontline operations, escalations, performance reporting, coaching, and operational governance.
- Language Spoken: Fluent in Arabic and English (mandatory).
Key Skills
- Team leadership and people management
- Contact center and omnichannel operations
- Queue management and workforce coordination
- Customer escalation and service recovery
- Performance coaching and employee development
- Operational reporting and KPI management
- Stakeholder management and cross functional collaboration
- Process improvement and operational governance
- Strong communication, problem solving, and decision making skills
System Proficiency
- Freshdesk, Freshchat, or similar customer support platforms
- CRM and ticketing systems
- Telephony and omnichannel communication platforms
- Reporting dashboards and performance monitoring tools
- Microsoft Excel and Microsoft Office Suite
- SLA monitoring, workflow management, routing, and operational reporting tools
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