Customer Service Team Leader
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Nestlé Waters KSA seeks a Customer Service Team Leader to manage supervisors and frontline teams across multi-channel contact centers, ensuring service excellence and KPI achievement.
Key Skills for This Role
Responsibilities
- Lead, coach, and develop Customer Service Supervisors and their frontline teams
- Oversee daily operations across all customer contact channels (voice, chat, email, WhatsApp, social media)
- Monitor operational KPIs and ensure SLA and service level compliance
- Manage complex escalations including delivery failures, billing disputes, and product quality complaints
- Support end to end subscription lifecycle (renewals, cancellations, reactivations, upgrades)
- Analyze supervisor and team performance using dashboards and reports
- Ensure compliance with SOPs, quality standards, and service policies
- Collaborate with Logistics, E commerce, CRM, Marketing, Finance, and Product teams
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
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 Nestlé 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.
Key Responsibilities
- 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.
- 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.
- 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.
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 / Google Sheets
- Omnichannel customer support platforms
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 Nestlé
Assistant Manager, Medical Representation - UAE Nationals
Dubai, UAE
Nestlé seeks a Medical Delegate (UAE Nationals) to ethically detail infant nutrition products to healthcare professionals in assigned territory. The role involves promoting breastfeeding, providing product information, o
Assistant Manager, Medical Representation - UAE Nationals
Dubai, UAE
Nestlé is seeking a Medical Delegate (UAE Nationals only) to ethically detail Nestlé Nutrition products to medical professionals in Dubai. The role involves promoting breastfeeding, providing infant nutrition information
Assistant Manager, Sales (Emirati Talent)
Abu Dhabi Emirate, UAE
Nestlé seeks an Assistant Manager, Sales to drive sales with Food & Beverage Services customers in Abu Dhabi. The role involves new customer acquisition, strengthening basket size, and retaining existing customers. Requi
Assistant Manager, Medical Representation - UAE Nationals
Dubai, UAE
Nestlé seeks a Medical Delegate (UAE Nationals only) to ethically detail Nestlé Nutrition products to medical contacts, promoting breastfeeding and providing infant nutrition information. Requires a Bachelor's in pharmac
Assistant Manager, CRM & Digital Marketing Technology
Mississauga, CAN
Nestlé Purina PetCare is seeking an Assistant Manager to manage day-to-day operations of Purina.ca, including content updates in Drupal, eCRM initiatives, and social media strategy. You will support the loyalty program l
Sales Representative - B2B
Riyadh, KSA
Nestlé Waters & Premium Beverages seeks a Sales Representative for B2B channels in Riyadh. The role involves managing customer portfolios, conducting field visits, and driving growth across corporate, institutional, and
Sales Representative - B2B
الرياض, KSA
Nestlé Waters & Premium Beverages seeks a B2B Sales Representative in Riyadh to drive growth and customer partnerships across corporate, institutional, and HORECA channels. The role involves managing a customer portfolio
Maintenance Planner
Riyadh, KSA
Nestlé is hiring a Maintenance Planner in Riyadh to lead and improve maintenance planning processes for site assets. The role involves establishing maintenance plans, ensuring timely execution, driving continuous improve
Assistant Manager, Medical Representation - UAE Nationals
Dubai, UAE
Assistant Manager, Medical Representation - UAE Nationals
Dubai, UAE
Assistant Manager, Sales (Emirati Talent)
Abu Dhabi Emirate, UAE
Assistant Manager, Medical Representation - UAE Nationals
Dubai, UAE
Assistant Manager, CRM & Digital Marketing Technology
Mississauga, CAN
Sales Representative - B2B
Riyadh, KSA
Sales Representative - B2B
الرياض, KSA
Maintenance Planner
Riyadh, KSA