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Customer Service Team Leader- Dubai
3 weeks ago
Our client a leading firm in the eCommercefulfilment industry is seeking a Customer Service Team Leader tooversee operations and ensure exceptional service delivery. Theideal candidate will lead customer service teams in a fastpacedfulfilment center environment ensuring excellent customerexperience and efficient issue resolution. Key responsibilitiesinclude overseeing customer support account management processimprovement interdepartment collaboration relationship managementcustomer experience monitoring performance tracking training andreporting.
Position: CustomerService Team Leader
Location: Dubai
Salary:AED
Qualification: Relevant to theindustry
Experience: 35 years of experience requiredwith a minimum of 2 years in the UAE
Proposed Start Date:Immediate
KeyActivities & Responsibilities:
- Customer Support:Ensure that all customer inquiries concerns and complaints areaddressed promptly and professionally aiming for firstcontactresolution wheneverpossible.
- AccountManagement: Work closely with the Sales AccountManager playing a key role in client retention and growth.Understanding the clients business and expectations and serve asthe lead point of contact for all account management matters.Collaborate with Business Development team to identify and growopportunities within theterritory.
- ProcessImprovement: Identify opportunities to streamlinecustomer service processes and implement improvements to enhanceefficiency andeffectiveness.
- InterDepartmentCollaboration: Work closely with other departmentsincluding operations logistics and management to address customerissues resolve escalations and improve overall customersatisfaction.
- RelationshipManagement: Build and nurture strong clientrelationships by understanding their needs preferences andexpectations. Proactively address client concerns provide regularstatus updates on orders and identify opportunities for accountgrowth.
- CustomerExperience: Monitor and evaluate customerinteractions to maintain highquality standards and adherence tocompany policies and procedures. ResolveAccountLevel client escalations and requests. Ensuretimely and successful delivery of shipments according to clientsneeds
- PerformanceTracking: Set clear performance expectations trackperformance metrics and implement corrective actions as needed todrive continuousimprovement.
- Training:Provide ongoing training coaching and feedback to team members toenhance their skills and knowledge of products services andsystems.
- Reporting:Generate regular reports on customer service metrics trends andinsights to inform decisionmaking and identify areas forimprovement and communicate client progress on monthly basis toSales Account Manager
- TeamManagement: Coordinate with team members working onthe same account to ensure consistent service
Qualifications &Skills:
- Bachelorsdegree in business logistics or related fieldpreferred.
- 35 years of customer serviceexperience with at least 2 years in a leadershiprole.
- Strong communication skills both verbaland written.
- Excellent problemsolving skillsand strategic thinking ability.
- Proficiency incustomer service software and order managementsystems.
- Ability to work under pressuremultitask and prioritize effectively.
- Attentionto detail and commitment to highqualityservice.
- Leadership qualities such as integrityaccountability empathy and resilience.
Competitive Salary with standardBenefits
Salary:AED
RemoteWork :
No
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