Customer Service Team Leader

Overview

• **Nestlé Waters KSA – Almanhal Water Factory (Position based in Almanhal Water Factory - Riyadh Industrial Area)** **Position Snapshot**
• **Position Title:** Customer Service Team Leader.
• **Location:** Riyadh, Saudi Arabia.
• **Department:** Sales/ Customer Service .

Position Summary

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
• + Email
• + WhatsApp
• + 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.
• Qualification and Requirements
• Bachelor’s degree in Marketing or related field.
• Minimum 5 years of experience in Customer Service & leading a team.
• Excellent command of Arabic and English.

Key Skills & Competencies

• Strong leadership and multi‑team management capability
• Coaching and supervisor development expertise
• Operational and analytical mindset
• Ability to manage high‑volume operations under pressure
• Strong problem‑solving and decision‑making skills
• Excellent communication and stakeholder management
• Strong customer experience focus with commercial awareness

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

About Nestlé Waters & Premium Beverage