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Team Leader - Customer Service

Marketing Eye FZ LLC
Dubai, UAE
Senior
Onsite
Discovered 5 days ago
Customer service operationsCustomer experience managementTeam leadershipCoaching and team developmentKPI and SLA managementCustomer case management
Free

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Customer service operationsCustomer experience managementTeam leadership
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Role Purpose

The Customer Relationship Centre Team Leader will lead regional customer service operations, drive operational excellence, and improve customer experience across multiple markets.

The role combines people leadership, customer experience management, project delivery, and process improvement.

Operational Leadership

  • Lead, coach, and develop the Customer Relationship Centre team.
  • Drive operational efficiency through workflow optimization and resource planning.
  • Monitor team performance against agreed KPIs and SLAs.
  • Manage customer goodwill budgets and related reporting.
  • Support the retailer network in delivering high-quality customer experiences.
  • Foster strong relationships between customers and the retailer network.

Strategic Management

  • Analyze customer service trends and provide insights to senior management.
  • Partner with regional market teams to address market-specific opportunities and challenges.
  • Lead digital transformation and customer service improvement initiatives.
  • Drive continuous improvement and operational excellence across the regional network.
  • Collaborate closely with Sales, Marketing, and Brand teams.

Customer Experience

  • Oversee complex customer cases and high-priority escalations.
  • Manage mystery shopping programs and service quality initiatives.
  • Implement improvements driven by customer feedback.
  • Drive adoption of new customer communication channels and digital engagement tools.

Process and Systems

  • Lead CRM enhancements and deployment initiatives.
  • Optimize customer case management processes.
  • Develop and implement standard operating procedures.
  • Promote digital tools and best practices across markets.

Requirements

  • At least five years of experience in a Customer Relationship Centre or customer experience environment.
  • Proven experience leading customer service teams.
  • Experience managing digital transformation or process improvement projects.
  • Excellent stakeholder management skills across multiple markets.
  • Fluency in English and Arabic.
  • Experience using CRM platforms and customer service technologies.
  • Knowledge of premium automotive customer service operations is highly desirable.
  • Previous automotive industry experience is required according to the application note.
  • Strong analytical, problem-solving, communication, organizational, and time-management skills.
  • Ability to work independently in a fast-paced environment.

Performance Indicators

Customer satisfaction, case closure time, first contact resolution, call quality scores, average handling time, and service level compliance.

Call abandonment rate, outbound call performance, digital customer engagement, and customer case throughput.

What the Client Offers

  • Leadership responsibility influencing customer experience strategy across multiple markets.
  • Exposure to large-scale customer transformation and digital initiatives.
  • Competitive compensation and benefits and professional development opportunities.

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