Customer Service Lead

Confidential Company; Doha; On-site; QAR 150,000 - 230,000; Full time

Job summary

Confidential Company in Qatar is seeking an experienced Customer Service Lead to guide a team of professionals, drive excellence in customer interactions, and foster a collaborative work environment. You will manage day-to-day operations, ensure service quality and SLAs, mentor staff, analyze metrics, resolve escalations, and develop policies and training programs that align with company goals.

This role requires leadership, strong communication, CRM proficiency, and a customer-first mindset to

Qualifications

• 3–5 years in customer service, with at least 2 in a leadership or supervisory role.
• Proven ability to motivate a team in a fast-paced customer service environment.
• Proficient with CRM systems and customer service software.
• Excellent communication and interpersonal skills, with the ability to connect with diverse customer bases.
• Demonstrated problem-solving and conflict resolution capabilities.
• Proficiency in analyzing performance metrics and using data to drive decision-making.

Responsibilities

• Lead and mentor a team of customer service representatives, providing coaching and performance feedback.
• Oversee daily customer service operations, ensuring adherence to quality standards and SLAs.
• Analyze customer service metrics to identify trends and opportunities for improvement.
• Handle complex customer escalations with empathy and professionalism while preserving relationships.
• Develop and implement customer service policies, procedures, and best practices aligned with organizational goals.
• Conduct training sessions and onboarding programs for new team members.
• Monitor productivity and schedule resources to meet demand.
• Collaborate with other departments to enhance service delivery.
• Prepare regular performance reports and present insights to senior management.
• Foster a positive, customer-focused team culture and continuous improvement.

Skills

Leadership

CRM proficiency

Customer service

Performance data analysis

Coaching and development

Communication skills

Conflict resolution

Training delivery

CRM software

Tools

CRM software

Job description

Customer Service Lead

We re looking for an experienced and motivational Customer Service Lead to join our team in Qatar In this role you will lead and mentor a team of customer service professionals driving excellence in customer interactions while fostering a supportive and collaborative work environment You will be responsible for managing day-to-day operations ensuring service quality standards are met and implementing strategies that enhance customer satisfaction and loyalty Lead mentor and develop a team of customer service representatives providing coaching and performance feedback to drive professional growth Oversee daily customer service operations ensuring adherence to quality standards and service level agreements Analyze customer service metrics and performance data to identify trends areas for improvement and opportunities for optimization Handle complex customer escalations with empathy and professionalism working toward resolution while maintaining customer relationships Develop and implement customer service policies procedures and best practices that align with organizational goals Conduct training sessions and onboarding programs for new team members to ensure consistent service delivery Monitor team productivity and time management scheduling resources effectively to meet customer demand Collaborate with other departments to address customer concerns and improve overall service delivery Prepare regular performance reports and present insights to senior management Foster a positive team culture that emphasizes customer-focused values and continuous improvement

Qualifications

• Minimum 3-5 years of customer service experience, with at least 2 years in a leadership or supervisory role.
• Proven ability to manage and motivate a team in a fast-paced customer service environment.
• Strong proficiency with customer relationship management (CRM) systems and customer service software.
• Excellent communication and interpersonal skills, with the ability to connect with diverse customer bases.
• Demonstrated problem-solving and conflict resolution capabilities.
• Proficiency in analyzing performance metrics and using data to drive decision-making.
• Strong organizational and time management skills with the ability to prioritize multiple tasks.
• Experience developing and delivering customer service training programs.
• Knowledge of customer service best practices and industry standards.
• Ability to remain calm and empathetic when handling difficult customer situations.
• Preferred: Experience in a multicultural or international customer service environment.
• Preferred: Familiarity with quality assurance processes and customer satisfaction measurement tools.