Customer Service -Teamlead
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Key skills for this role
About the Role
Fixperts Contracting LLC seeks a Customer Service Supervisor to lead the team handling AMC, maintenance, renovation, and fit-out service requests in Dubai. The role requires 4-6 years UAE experience in customer service within maintenance or contracting, strong leadership, and CRM proficiency.
Key Skills for This Role
Responsibilities
- Supervise daily customer service operations for AMC, maintenance, and project related inquiries
- Manage a team of customer service executives and ensure timely response to all calls, WhatsApp messages, emails, and CRM tickets
- Assign jobs to technicians and coordinate with Operations/Foremen for scheduling
- Monitor job progress, follow up on pending tasks, and ensure timely closure of work orders
- Handle escalations, complaints, and urgent service requests professionally
- Maintain service logs, job sheets, and customer interaction records in CRM
- Ensure SLA compliance for AMC clients and corporate accounts
- Prepare daily/weekly reports on job status, team performance, and customer satisfaction
- Train and mentor customer service staff to improve communication and service quality
- Coordinate with Finance for invoicing, collections follow up, and job completion confirmations
Requirements
- 4 6 years of UAE experience in customer service within maintenance, facilities management, fit out, or contracting
- Strong communication skills in English
- Experience handling technicians, scheduling jobs, and managing field operations
- Good knowledge of AMC processes, maintenance workflows, and service coordination
- Proficiency in CRM systems, MS Office, and WhatsApp Business communication
- Ability to handle pressure, multitask, and manage customer escalations
- Leadership skills with experience supervising a small team
Full Job Posting
Role Overview
- The Customer Service Supervisor will lead the customer service team handling AMC, maintenance, renovation, and fit out service requests.
- The role ensures smooth coordination between clients, technicians, operations teams, and management while maintaining high service quality and customer satisfaction.
Key Responsibilities
- Supervise daily customer service operations for AMC, maintenance, and project related inquiries.
- Manage a team of customer service executives and ensure timely response to all calls, WhatsApp messages, emails, and CRM tickets.
- Assign jobs to technicians and coordinate with Operations/Foremen for scheduling.
- Monitor job progress, follow up on pending tasks, and ensure timely closure of work orders.
- Handle escalations, complaints, and urgent service requests professionally.
- Maintain service logs, job sheets, and customer interaction records in CRM.
- Ensure SLA compliance for AMC clients and corporate accounts.
- Prepare daily/weekly reports on job status, team performance, and customer satisfaction.
- Train and mentor customer service staff to improve communication and service quality.
- Coordinate with Finance for invoicing, collections follow up, and job completion confirmations.
- Support Operations Manager in improving workflow, customer experience, and service delivery.
Requirements
- 4–6 years of UAE experience in customer service within maintenance, facilities management, fit out, or contracting.
- Strong communication skills in English.
- Experience handling technicians, scheduling jobs, and managing field operations.
- Good knowledge of AMC processes, maintenance workflows, and service coordination.
- Proficiency in CRM systems, MS Office, and WhatsApp Business communication.
- Ability to handle pressure, multitask, and manage customer escalations.
- Leadership skills with experience supervising a small team.
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