Customer Service Team Lead – Mall Operations

Confidential Careers; Ha'il; On-site; SAR 90,000 - 130,000; Full time

Job summary

Confidential Careers seeks an experienced Customer Service Supervisor to lead our mall operations customer service team and deliver exceptional experiences for shoppers and tenants.

You will monitor performance, coach staff, resolve escalations, and collaborate with Sales, Marketing, and Operations to optimize service quality across multiple sites. Fluency in English is highly desirable, with a strong focus on process improvement.

Qualifications

• Bachelor’s degree in Business, Communication, or a related field.
• 5–7 years of experience in customer service or a related field.
• Previous experience in a supervisory or team leadership role.
• Experience in retail, malls, or commercial customer service is preferred.
• Fluent English is highly desirable.

Responsibilities

• Lead, motivate, coach, and develop the Customer Service team.
• Monitor team performance and ensure KPIs and service standards are achieved.
• Handle and resolve escalated customer complaints and inquiries effectively.
• Ensure timely and high-quality responses to customer needs.
• Collect and analyze customer feedback to identify areas for improvement.
• Prepare and analyze customer service reports, trends, and performance metrics.
• Identify opportunities to improve and streamline customer service processes.
• Collaborate with Sales, Marketing, Operations, and other departments to enhance the overall customer experience.
• Conduct regular team meetings and provide ongoing feedback and coaching.
• Ensure compliance with company policies, procedures, and confidentiality requirements.

Skills

Problem Solving

KPI & Performance Management

CRM & Customer Service Systems

Customer Feedback Analysis

Process Improvement

Communication & Interpersonal Skills

Coaching & Mentoring

Analytical & Strategic Thinking

Stakeholder Management

Ability to Work Under Pressure

Education

Bachelor’s degree in Business, Communication, or a related field

Job description

Confidential Careers seeks an experienced Customer Service Supervisor to lead our mall operations customer service team and deliver exceptional experiences for shoppers and tenants.

You will monitor performance, coach staff, resolve escalations, and collaborate with Sales, Marketing, and Operations to optimize service quality across multiple sites. Fluency in English is highly desirable, with a strong focus on process improvement.