Customer Service Team Lead

Confidential Jobs; Dammam; On-site; SAR 134,000 - 223,000; Full time

Job summary

Confidential Jobs is seeking a Customer Service Supervisor in Saudi Arabia to lead and develop a team of Customer Service Representatives, ensuring high customer satisfaction and service excellence. You will oversee daily operations, handle escalated complaints, and drive process improvements.

The role requires 5–7 years of experience, a Bachelor's degree in Business Administration or related field, strong leadership and communication skills, and familiarity with CRM systems and MS Office.

Qualifications

• Bachelor’s degree in Business Administration, Communication, or a related field.
• 5–7 years of proven experience in customer service.
• Previous experience in a supervisory or leadership role.
• Strong leadership, communication, and problem-solving skills.
• Strong analytical and decision-making abilities.
• Familiarity with CRM systems, customer service software, and Microsoft Office.
• Experience in retail, malls, or commercial customer service is preferred.
• Fluent English communication skills are highly desirable.

Responsibilities

• Lead, motivate, coach, and develop the Customer Service Team.
• Monitor individual and team performance against established KPIs.
• Handle and resolve escalated customer complaints and issues effectively.
• Collect and analyze customer feedback to identify areas for improvement.
• Prepare and analyze customer service performance reports.Collaborate with Sales, Marketing, and Operations to ensure a seamless customer experience.
• Improve, streamline, and document customer service processes.
• Ensure compliance with company policies, procedures, and confidentiality requirements.
• Conduct regular team meetings and provide ongoing training and development.

Skills

Leadership

Communication

Problem Solving

Analytical Thinking

Team Management

Service Excellence

Education

Bachelor's degree in Business Administration, Communication, or related field

Tools

CRM systems

Customer service software

Microsoft Office

Job description

Confidential Jobs is seeking a Customer Service Supervisor in Saudi Arabia to lead and develop a team of Customer Service Representatives, ensuring high customer satisfaction and service excellence. You will oversee daily operations, handle escalated complaints, and drive process improvements.

The role requires 5–7 years of experience, a Bachelor's degree in Business Administration or related field, strong leadership and communication skills, and familiarity with CRM systems and MS Office.