Customer Services Team Leader

Oxford Nanopore Technologies; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A technology company in Dubai seeks a highly motivated Customer Service Team Leader to join their Customer Services team. The role involves leading a team of Customer Service Agents, monitoring performance, and ensuring exceptional customer satisfaction. Candidates should have extensive experience in customer service and proven people management skills, alongside a degree or equivalent qualifications and familiarity with ERP/CRM systems like Dynamics 365. This position is office-based and involves occasional travel.

Qualifications

• Extensive customer service experience is required.
• Proven people management skills and ability to motivate teams.
• Familiarity with ERP/CRM systems and global shipping is helpful.

Responsibilities

• Lead and mentor a local team of Customer Service Agents.
• Set KPIs and monitor performance of team members.
• Oversee end-to-end order processing and compliance.

Skills

Customer service experience

People management skills

Strong communication

Education

3 A-levels or a degree

Tools

Microsoft Office

Dynamics 365

Salesforce

Job description

Overview

Customer Service Team Leader – Dubai (Office-based). We are on the lookout for a highly motivated results-driven Team Leader to join our Customer Services team in Dubai.

What Youll Be Doing

• Lead coach and mentor a local team of Customer Service Agents
• Set clear KPIs monitor performance and deliver ongoing training
• Oversee end-to-end order processing export checks and complex amendments in Dynamics 365
• Maintain VIP customer success plans and run monthly reviews with cross-functional teams
• Visit client sites to strengthen relationships and champion the voice of the customer
• Analyse service data to pinpoint trends root causes and drive improvements
• Work closely with ONT Logistics to ensure timely deliveries and returns
• Lead/support global SOPs and ensure compliance with export regulations and industry standards
• Ensure high SLAs and CSAT scores across all support channels

What Were Looking For

• Extensive customer service experience
• Proven people management skills
• Strong communicator who can build relationships and motivate teams
• Experience with training and interviewing is a bonus
• 3 A-levels or a degree plus proficiency in Microsoft Office
• Familiarity with ERP/CRM systems (Dynamics 365 Salesforce) global shipping and sales is helpful
• Occasional travel required.

Please note that no terminology in this advert is intended to discriminate on the grounds of a persons gender marital status race religion colour age disability or sexual candidate will be assessed only in accordance with their merits qualifications and abilities to perform the duties of the job.