Customer Service Team Leader
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Manage customer service supervisors and teams, ensuring operational efficiency, high-quality consumer experience, and performance improvement through coaching and collaboration.
Key Skills for This Role
Full Job Posting
Position Summary
The role manages
customer service supervisors and multi channel frontline teams
, ensuring service excellence, operational efficiency, KPI achievement, and a consistent, high quality consumer experience aligned with Nestl Waters standards.
This role acts as a
key link between management and frontline operations
, driving performance, coaching leadership capability, and continuously improving customer journey and service processes.
People Leadership & Team Management
- Lead, coach, and develop
Customer Service Supervisors
- and their frontline teams.
- Ensure consistent leadership standards, performance management, and accountability.
- Conduct performance reviews, calibrations, and development discussions.
- Ensure effective workforce planning, shift coverage, and resource optimization.
- Promote a
- consumer centric, high performance culture
- .
Contact Center Operations
- Oversee daily operations across all customer contact channels:
- Voice
- Live chat
- Social media
- Monitor operational KPIs and ensure SLA and service level compliance.
- Support supervisors in handling escalations, critical incidents, and operational risks.
- Ensure operational stability during peak subscription and delivery cycles.
Customer Experience & Escalation Management
- Ensure delivery of a
- consistent and high quality customer experience
- .
- Manage complex and sensitive escalations including:
- Delivery failures
- Subscription and billing disputes
- Product quality complaints
- VIP and high risk consumer cases
- Drive service recovery and retention initiatives.
- Identify recurring customer pain points and recommend corrective actions.
Subscription & Fmcg Operations Support
- Support end to end subscription lifecycle (renewals, cancellations, reactivations, upgrades).
- Collaborate closely with
- logistics, warehouse, and delivery teams
- to minimize customer impact.
- Monitor trends related to delivery quality, stock availability, and service consistency.
- Ensure urgent handling of
- perishable FMCG complaints
- .
Performance Management & Reporting
- Analyze supervisor and team performance using dashboards and reports.
- Track and improve key KPIs, including:
• CSAT & NPS
- SLA adherence
• Average Handling Time (AHT)
- Escalation rates
- Customer retention & churn
- Agent productivity
- Prepare and present performance insights, risks, and action plans to management.
Quality Assurance & Continuous Improvement
- Ensure compliance with SOPs, quality standards, and service policies.
- Lead quality improvement initiatives and process enhancements.
- Partner with QA and Training teams to close skill gaps.
- Drive consistency in customer interactions across all teams.
Cross Functional Collaboration
- Work closely with:
• Logistics & Supply Chain
- E commerce Operations
• Product & Technology
- Proactively escalate operational and customer impacting risks.
- Contribute to strategic initiatives to enhance customer journey and efficiency.
Technical & Systems Skills
- CRM platforms (e.g., Salesforce, Zendesk, Freshdesk)
- Contact center and workforce management systems
- KPI reporting dashboards
• Microsoft Excel And Google Sheets
- Omnichannel customer support platforms
• CSAT & NPS
- SLA Achievement
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Nestle
Sales Representative - B2B
Riyadh, KSA
Position Title: Sales Representative B2B Location: Riyadh, Saudi Arabia Department: Sales Reports To: Head of B2B Employment Type: Full-Time This role focuses on driving growth,...
Sales Representative - MT
Saudi Arabia, KSA
Responsible for driving sales, promoting premium beverages, and ensuring water stewardship while collaborating with stakeholders to enhance community resilience.
HoReCa Sales Representative Center
Riyadh, KSA
Responsible for growth in foodservice channels by identifying sales opportunities, managing customer relationships, and achieving targets through effective selling strategies.
Operator
Riyadh, KSA
Nestl Waters KSA Almanhal Water Factory (Position based in Almanhal Water Factory - Riyadh Industrial City) Main Purpose of Job Responsible for performing machine tending operat...
Assistant Manager, Medical Representation
Jeddah, KSA
Responsible for ethical detailing of infant nutrition products, providing reliable information, organizing scientific meetings, and monitoring competitor activities.
Assistant Manager, Executive Medical Representation
Jeddah, KSA
The medical delegate is responsible for the ethical detailing of Nestl Infant Nutrition products in assigned territory by clearly communicating to medical / Paramedical contacts...
Sales Development Program - Trainee
Jeddah, KSA
The Nestl Sales & Beyond Program is a 4-week training experience for university graduates and senior year bachelor's students who are excited to gain hands-on sales experience i...
Associate Manager, Commercial Development
Jeddah, KSA
POSITION SNAPSHOT Location: Saudi Arabia - Jeddah Company: Nestl POSITION SUMMARY A dynamic and results-oriented Commercial Development Associate Manager to drive the growth and...
Sales Representative - B2B
Riyadh, KSA
Sales Representative - MT
Saudi Arabia, KSA
HoReCa Sales Representative Center
Riyadh, KSA
Operator
Riyadh, KSA
Assistant Manager, Medical Representation
Jeddah, KSA
Assistant Manager, Executive Medical Representation
Jeddah, KSA
Sales Development Program - Trainee
Jeddah, KSA
Associate Manager, Commercial Development
Jeddah, KSA