Customer Service Team Lead
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Key skills for this role
About the Role
Innovations Global seeks a Customer Service Team Lead to oversee daily operations, manage escalations, and lead a team in Dubai. The role requires 5+ years of customer service experience with at least 2 years in a leadership role, strong Excel skills, and familiarity with Salesforce, Tableau, or Magento.
Key Skills for This Role
Responsibilities
- Lead and supervise daily customer service operations, ensuring timely and accurate order processing
- Manage customer escalations and resolve complex service issues while maintaining high customer satisfaction
- Provide coaching, guidance, and performance management for customer service team members
- Coordinate with Sales, Supply Chain, Warehouse, Logistics, Finance, Marketing, and IT to ensure smooth order fulfilment and last mile delivery
- Monitor order flow, delivery schedules, returns, uplifts, and special customer requests to minimize delays and errors
- Conduct call audits, implement corrective actions (CAPA), and drive continuous process improvement initiatives
- Generate operational and performance reports, dashboards, presentations, and customer insights for management
- Perform data analysis including customer feedback (VOC), service metrics, and operational performance to identify improvement opportunities
Requirements
- Bachelor's degree in any discipline
- 5+ years of customer service experience, preferably in contact centres, e commerce, FMCG, retail, or startup
- Minimum 2 years of experience leading or managing a customer service team
- Strong understanding of order management, customer operations, and service delivery
- Advanced proficiency in Microsoft Excel, Word, and PowerPoint
- Experience working with large datasets and deriving actionable insights
- Exposure to Salesforce, Tableau, or Magento is an advantage
- Knowledge of Customer Journey Mapping and Voice of Customer (VOC) analysis is preferred
- Excellent communication, analytical, problem solving, stakeholder management, and leadership skills
Full Job Posting
Job Overview
- The Team Leader – Customer Service is responsible for overseeing daily customer service operations, ensuring seamless order processing, timely issue resolution, and exceptional customer experience.
- The role leads a team of customer service executives, coordinates with cross functional stakeholders including Sales, Supply Chain, Logistics, Finance, and IT, and drives operational excellence through process improvements, performance monitoring, and team development.
Key Responsibilities
- Lead and supervise daily customer service operations, ensuring timely and accurate order processing
- Manage customer escalations and resolve complex service issues while maintaining high customer satisfaction
- Provide coaching, guidance, and performance management for customer service team members
- Coordinate with Sales, Supply Chain, Warehouse, Logistics, Finance, Marketing, and IT to ensure smooth order fulfilment and last mile delivery
- Monitor order flow, delivery schedules, returns, uplifts, and special customer requests to minimize delays and errors
- Conduct call audits, implement corrective actions (CAPA), and drive continuous process improvement initiatives
- Generate operational and performance reports, dashboards, presentations, and customer insights for management
- Perform data analysis including customer feedback (VOC), service metrics, and operational performance to identify improvement opportunities
Requirements
- Bachelor's degree in any discipline
- 5+ years of customer service experience, preferably within contact centres, e commerce, FMCG, retail, or startup environment
- Minimum 2 years of experience leading or managing customer service team
- Strong understanding of order management, customer operations, and service delivery
- Advanced proficiency in Microsoft Excel, Word, and PowerPoint
- Experience working with large datasets and deriving actionable insight
- Exposure to Salesforce, Tableau, or Magento is an advantage
- Knowledge of Customer Journey Mapping and Voice of Customer (VOC) analysis is preferred
- Excellent communication, analytical, problem solving, stakeholder management, and leadership skills
Package
- AED 10000/month + benefits
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