Team Lead Non-Voice Customer Support (Chat Process)-Arabic Speaker
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Key skills for this role
About the Role
TASC Outsourcing is seeking an Arabic-speaking Team Lead for Non-Voice Customer Support (Chat Process) in Dubai. The role involves leading a team of customer support executives, monitoring KPIs, handling escalations, and driving process improvements.
Key Skills for This Role
Responsibilities
- Lead, motivate, and manage a team of Customer Support Executives handling chat support
- Monitor team performance against KPIs such as CSAT, productivity, quality, AHT, and SLA adherence
- Conduct regular coaching, feedback sessions, and performance reviews
- Ensure timely resolution of customer queries while maintaining high service quality
- Handle escalated customer issues and provide effective resolutions
- Monitor chat quality and ensure compliance with company policies
- Prepare and share daily, weekly, and monthly performance reports
- Manage team schedules, attendance, and leave planning
- Identify training needs and support onboarding of new team members
- Drive process improvements to enhance customer experience and operational efficiency
- Coordinate with cross functional teams to resolve customer concerns and process issues
- Ensure adherence to company policies, data security, and compliance standards
Requirements
- Native or fluent Arabic speaker with good English communication skills
- 3–6 years of experience in Non Voice Customer Support/Chat Process
- At least 2 years of team handling experience
- Strong written communication and typing skills in Arabic and English
- Experience managing KPIs such as CSAT, SLA, Quality, Productivity, and AHT
- Proficient in MS Office, CRM, and customer support tools
- Strong problem solving, decision making, and conflict resolution skills
- Ability to work in rotational shifts
Full Job Posting
Job Overview
- Team Lead Non Voice Customer Support (Chat Process) Arabic Speaker
- 12 month Contract
- Work Location: Dubai
- Salary: AED 12000
- Industry: Retail
Key Responsibilities
- Lead, motivate, and manage a team of Customer Support Executives handling chat support.
- Monitor team performance against KPIs such as CSAT, productivity, quality, AHT, and SLA adherence.
- Conduct regular coaching, feedback sessions, and performance reviews to improve team performance.
- Ensure timely resolution of customer queries while maintaining high service quality.
- Handle escalated customer issues and provide effective resolutions.
- Monitor chat quality and ensure compliance with company policies and processes.
- Prepare and share daily, weekly, and monthly performance reports.
- Manage team schedules, attendance, and leave planning to ensure adequate staffing.
- Identify training needs and support onboarding of new team members.
- Drive process improvements to enhance customer experience and operational efficiency.
- Coordinate with cross functional teams to resolve customer concerns and process issues.
- Ensure adherence to company policies, data security, and compliance standards.
Key Skills Required
- Native or fluent Arabic speaker with good English communication skills.
- 3–6 years of experience in Non Voice Customer Support/Chat Process, including at least 2 years of team handling experience.
- Proven experience leading, coaching, and mentoring customer support teams.
- Strong written communication and typing skills in Arabic and English.
- Experience managing KPIs such as CSAT, SLA, Quality, Productivity, and AHT.
- Proficient in MS Office, CRM, and customer support tools.
- Strong problem solving, decision making, and conflict resolution skills.
- Ability to work in rotational shifts, if required.
- Immediate joiners preferred.
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