Overview
Customer Service Team Lead Jobs in Dubai, United Arab Emirates at Innovations Global
Title: Customer Service Team Lead
Company: Innovations Global
Location: Dubai, United Arab Emirates
Job Overview
The Team Leader – Customer Service is responsible for overseeing daily customer service operations, ensuring seamless order processing, timely issue resolution, and exceptional customer experience. The role leads a team of customer service executives, coordinates with cross-functional stakeholders including Sales, Supply Chain, Logistics, Finance, and IT, and drives operational excellence through process improvements, performance monitoring, and team development.
Key Responsibilitie
- sLead and supervise daily customer service operations, ensuring timely and accurate order processing
- .Manage customer escalations and resolve complex service issues while maintaining high customer satisfaction
- .Provide coaching, guidance, and performance management for customer service team members
- .Coordinate with Sales, Supply Chain, Warehouse, Logistics, Finance, Marketing, and IT to ensure smooth order fulfilment and last-mile delivery
- .Monitor order flow, delivery schedules, returns, uplifts, and special customer requests to minimize delays and errors
- .Conduct call audits, implement corrective actions (CAPA), and drive continuous process improvement initiatives
- .Generate operational and performance reports, dashboards, presentations, and customer insights for management
- .Perform data analysis including customer feedback (VOC), service metrics, and operational performance to identify improvement opportunities
.
Requiremen
- tsBachelor's degree in any disciplin
- e.5+ years of customer service experience, preferably within contact centres, e-commerce, FMCG, retail, or startup environment
- s.Minimum 2 years of experience leading or managing customer service team
- s.Strong understanding of order management, customer operations, and service deliver
- y.Advanced proficiency in Microsoft Excel, Word, and PowerPoin
- t.Experience working with large datasets and deriving actionable insight
- s.Exposure to Salesforce, Tableau, or Magento is an advantag
- e.Knowledge of Customer Journey Mapping and Voice of Customer (VOC) analysis is preferre
- d.Excellent communication, analytical, problem-solving, stakeholder management, and leadership skill
s.
Package – AED 10000/month + benef
its
