Overview
Team Leader – Customer Service Jobs in Dubai, United Arab Emirates at TASC Outsourcing
Title: Team Leader – Customer Service
Company: TASC Outsourcing
Location: Dubai, United Arab Emirates
- Job Title – Team Leader – Customer Service
- Type – Permanent
- Work Location – Dubai
- Salary – AED 12000
Job description:
Key Responsibilities
- Lead and motivate the Customer Service team, providing daily direction and support
- Monitor order flow, ensure same-day processing, and manage cut-off compliance
- Handle escalated customer complaints and resolve complex issues
- Conduct call audits, drive quality improvements, and manage underperformance through CAPA plans
- Generate performance reports and conduct VOC (Voice of Customer) analysis
- Coordinate last-mile delivery logistics with cross-functional teams
- Train, coach, and conduct performance reviews for team members
- Prepare rosters and manage day-to-day team operations
Required Qualifications
- Bachelor's degree
- 5+ years of customer service experience (contact centre, ecommerce, or start-up environment preferred)
- Minimum 2 years of people management experience
- Advanced MS Office skills (Excel, Word, PowerPoint)
- Strong data analysis and insight-generation capabilities
- Excellent verbal and written communication skills
Skills:
- Customer Service Management
- Team Leadership
- People Management
- Call Center Operations
- Order Management
- Escalation Management
- Process Improvement
- Root Cause Analysis (CAPA)
- Voice of Customer (VOC) Analysis
- Customer Journey Mapping
- Data Analysis
- Performance Management
- Coaching & Employee Development
- Microsoft Excel
- Salesforce
- Tableau
- Magento
- Logistics Coordination
- Supply Chain Coordination
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- First Contact Resolution (FCR)
