Customer Services Team Leader MEAI

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

Job summary

A leading company in the tech industry is seeking a Customer Service Manager to lead a team of agents in Dubai. The role involves overseeing order processing, ensuring customer satisfaction, and driving service improvements. Candidates should have extensive customer service experience and strong communication skills, along with relevant educational qualifications.

Qualifications

• Extensive customer service experience required.
• Strong communicator who can build relationships.
• Experience with training and interviewing is a bonus.

Responsibilities

• Lead, coach, and mentor a local team of Customer Service Agents.
• Oversee end-to-end order processing and maintain VIP customer success plans.
• Analyse service data to pinpoint trends and drive improvements.

Skills

Communication

Team Motivation

Analytical Skills

Education

3 A-levels or a degree

Tools

Microsoft Office

Dynamics 365

Salesforce

Job description

Responsibilities:

• 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

Qualifications:

• Extensive customer service experience
• 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

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

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