Customer Service Lead

Anexas Consulting; Abu Dhabi; On-site; AED 120,000 - 150,000; Full time

Job summary

A leading company in IT Software Services is seeking a dedicated Service Lead to oversee the customer service team. The role involves ensuring high-quality service delivery, monitoring team performance, and implementing process improvements. Ideal candidates will have strong communication skills and relevant experience in customer service or contact center environments.

Qualifications

• Minimum 3 years in customer service or contact center roles.
• At least 1 year in a leadership or supervisory capacity.

Responsibilities

• Supervise and support customer service team.
• Ensure high-quality service delivery and continuous improvement.

Skills

Interpersonal Skills

Communication Skills

Team Performance Monitoring

Customer Service Knowledge

Process Improvement

Education

Bachelor's in Computer Application

Bachelor of Arts

Bachelor's in Business

Job description

The job description provides a comprehensive overview of the role, responsibilities, and candidate requirements. However, it can be improved in terms of formatting consistency, removal of redundant information, and clarity. Here is the refined version:

Job Title: Service Lead

Qualifications:

• Intermediate School, Bachelor's in Computer Application, Bachelor of Arts, or any graduation.
• Preferred: Bachelor's degree in Business, Communications, or related field (or equivalent experience).

Experience:

• Minimum 3 years in customer service or contact center roles, with at least 1 year in a leadership or supervisory capacity.

Skills:

• Strong interpersonal and communication skills.
• Ability to monitor team performance, provide coaching, feedback, and training.
• Experience handling escalated customer inquiries and complaints.
• Knowledge of customer service policies, procedures, and KPIs (response time, resolution time, customer satisfaction).
• Ability to collaborate across departments and conduct team meetings.
• Proactive in identifying process improvements.

Job Details:

• Employment Type: Full Time
• Industry: IT - Software Services
• Department: IT Software

Additional Information:

We are seeking a dedicated Service Lead to supervise and support our customer service team, ensuring high-quality service delivery and continuous improvement.

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