Customer Service- Team Leader
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Key skills for this role
About the Role
Lead customer service operations, manage team performance, resolve issues, and improve processes using CRM software in a fast-paced environment.
Key Skills for This Role
Responsibilities
- Lead and support the Customer Service team in managing daily operations and customer interactions
- Ensure customer enquiries, complaints, and requests are handled promptly and effectively
- Monitor order processing activities to ensure all orders are accurately processed within agreed timelines
- Manage escalations and resolve complex customer issues
- Ensure smooth coordination between internal teams and external customers
- Monitor the complete order to delivery cycle, ensuring minimal delays and errors
- Coordinate with Sales, Supply Chain, Warehouse, Finance, and 3PL partners for timely deliveries
- Track delivery issues, returns, rescheduled deliveries, and special order requests
- Supervise, coach, and support Customer Service Executives
- Allocate daily tasks, prepare team rosters, and monitor workload
- Conduct team meetings, provide feedback, and support employee development
- Prepare operational reports and analyse customer service performance metrics
Requirements
- 5 8 years of experience in customer service leadership roles
- Experience in the alcohol and beverage industry preferred
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Proficiency in order management systems and MS Office
Full Job Posting
Company Overview
- We are hiring for Team Leader Customer Service (Alcohol and Beverage industry) for a leading UAE based distributor and retailer of premium beverages.
- The company has built a strong presence across the hospitality, retail, and wholesale sectors with an extensive portfolio of internationally recognized brands.
- It operates a well established distribution network, supplying hotels, restaurants, bars, clubs, airlines, and retail outlets across the UAE.
Salary & Benefits
- Salary up to 10K AED + Performance based bonus based on individual and company performance
- Private medical insurance
- Annual economy flight ticket for self
- 22 working days annual leave
- End of service gratuity
Key Responsibilities
- Lead and support the Customer Service team in managing daily operations and customer interactions.
- Ensure customer enquiries, complaints, and requests are handled promptly and effectively.
- Monitor order processing activities to ensure all orders are accurately processed within agreed timelines.
- Manage escalations and resolve complex customer issues.
- Ensure smooth coordination between internal teams and external customers.
- Monitor the complete order to delivery cycle, ensuring minimal delays and errors.
- Coordinate with Sales, Supply Chain, Warehouse, Finance, and 3PL partners for timely deliveries.
- Track delivery issues, returns, rescheduled deliveries, and special order requests.
- Support improvements in order fulfilment processes and customer experience.
- Supervise, coach, and support Customer Service Executives.
- Allocate daily tasks, prepare team rosters, and monitor workload.
- Conduct team meetings, provide feedback, and support employee development.
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