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Customer Service Team Lead
Dallah Driving Academy
Doha, QAT
Full Time
Mid
Onsite
1 weeks ago
Customer ServiceTeam LeadershipCommunicationArabicEnglishCall Center Operations
Free
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Customer ServiceTeam LeadershipCommunication
About the Role
Dallah Driving Academy seeks a Customer Service Team Lead to oversee front office and call center operations in Doha. The role involves leading a team, handling escalated issues, and ensuring prompt service for learners and corporate clients.
Key Skills for This Role
Customer ServiceTeam LeadershipCommunicationArabicEnglishCall Center Operations
Responsibilities
- Lead the customer service team, overseeing daily operations at the front office and call center
- Ensure prompt, professional responses to learner and corporate client inquiries
- Monitor service quality and handle escalated issues
- Support customers through registration, scheduling, payments, and course related questions
- Coach and mentor team members, organize schedules and task allocation
- Maintain accurate customer records in relevant systems
- Coordinate with training, finance, and operations teams
- Prepare basic reports on customer satisfaction and service performance
Requirements
- Strong customer focused skills with proven ability to resolve inquiries and complaints
- Experience in Customer Service Management, including supervising or leading a customer facing team
- Excellent communication skills (verbal and written)
- Bilingual proficiency in Arabic and English is highly preferred
- Strong organizational and time management abilities
- Comfort using customer management systems, office software, and call center tools
- Ability to work on site full time in Doha, Qatar
- Diploma or bachelor’s degree in Business, Administration, or related field preferred
Full Job Posting
Company Description
- Dallah Driving Academy is a licensed training institute in Qatar, focused on driver education and road safety.
- Provides training for light and heavy vehicles, motorcycles, and commercial driving.
- Programs delivered by certified instructors in Arabic and English, aligned with MOI standards.
Role Description
- Lead the customer service team, overseeing daily operations at the front office and call center.
- Ensure prompt, professional responses to learner and corporate client inquiries.
- Monitor service quality, handle escalated issues, and support customers through registration, scheduling, payments, and course related questions.
- Coach and mentor team members, organize schedules and task allocation.
- Maintain accurate customer records in relevant systems.
- Coordinate with training, finance, and operations teams.
- Prepare basic reports on customer satisfaction and service performance.
- Recommend improvements to processes and customer experience.
Qualifications
- Strong customer focused skills, including Customer Service, Customer Support, and Customer Satisfaction.
- Experience in Customer Service Management, including supervising or leading a customer facing team.
- Excellent Communication skills (verbal and written).
- Previous experience in education, training centers, or driving schools is an advantage.
- Bilingual proficiency in Arabic and English is highly preferred.
- Strong organizational and time management abilities.
- Comfort using customer management systems, office software, and call center tools.
- Ability to work on site full time in Doha, Qatar.
- Diploma or bachelor’s degree in Business, Administration, or related field preferred.
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