Customer Services Team Leader MEAI

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

Job summary

A leading technology company in Dubai is seeking a Customer Service Team Leader to manage a local team and ensure high service standards. The role involves leading KPIs, training team members, and enhancing customer relationships. Ideal candidates should have extensive customer service experience, proven management skills, and familiarity with Dynamics 365. This is an office-based position with opportunities for team collaboration and direct client engagement.

Qualifications

• Extensive customer service experience required.
• Proven people-management skills needed.
• Strong communicator who can build relationships.

Responsibilities

• Lead, coach and mentor a team of Customer Service Agents.
• Set KPIs, monitor performance and deliver training.
• Oversee order processing and compliance.

Skills

Customer service experience

People management skills

Strong communication

Team motivation

Education

3 A-levels or a degree

Tools

Microsoft Office

Dynamics 365

Salesforce

Job description

Customer Service Team Leader

Location: Dubai (Office-based)

We're on the lookout for a highly motivated results-driven Team Leader to join our Customer Services team in Dubai.

What You'll 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 We're 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.