Senior Customer Service Team Lead

confidential; Dubai; On-site; AED 100,000 - 167,000; Full time

Job summary

confidential is seeking an experienced Customer Service Supervisor to lead the customer service team, monitor daily operations, and ensure timely and effective support for customers.

The role focuses on coaching staff, handling escalations, and driving service quality across channels. UAE-based, on-site position with shift flexibility to meet business needs. You will also generate performance reports and collaborate with sales and operations to implement process improvements.

Qualifications

• Experience in customer service, call center, telesales, or similar role.
• Supervisory or team-leader experience preferred.
• Strong leadership and team-management skills.
• Excellent communication and interpersonal abilities.
• Ability to work under pressure and meet team targets.

Responsibilities

• Supervise and coordinate daily activities of the customer service team.
• Assign tasks and monitor staff attendance, productivity, and performance.
• Set team targets and monitor key performance indicators.
• Handle escalated customer complaints and resolve issues promptly.
• Monitor customer interactions to maintain service quality.
• Provide coaching, guidance, and feedback to team members.
• Conduct team briefings and support staff training.
• Prepare daily, weekly, and monthly performance reports.
• Coordinate with sales, operations, and other departments to resolve customer issues.
• Monitor response times, resolution rates, and customer satisfaction.
• Identify recurring customer issues and recommend process improvements.
• Ensure staff follow company policies, procedures, and service standards.
• Maintain accurate customer records and service documentation.
• Motivate team members and maintain a positive working environment.
• Assist management with customer service improvement initiatives.

Skills

Leadership

Team management

Communication

Problem solving

Customer-service orientation

CRM knowledge

MS Office

Tools

CRM software

MS Office

Job description

confidential is seeking an experienced Customer Service Supervisor to lead the customer service team, monitor daily operations, and ensure timely and effective support for customers.

The role focuses on coaching staff, handling escalations, and driving service quality across channels. UAE-based, on-site position with shift flexibility to meet business needs. You will also generate performance reports and collaborate with sales and operations to implement process improvements.