Description

LAWAZEM is seeking a proactive and experienced customer service team leader to join our team. In this leadership role, you will be responsible for overseeing the daily operations of the customer service team, ensuring consistently high-quality service delivery and fostering a positive work environment. You will mentor and guide team members, manage performance, and collaborate with other departments to enhance customer satisfaction and operational efficiency.

Responsibilities:

• Lead, supervise, and motivate the customer service team to achieve service goals and deliver excellent customer experiences.
• Manage team performance through coaching, feedback, and development plans.
• Monitor customer interactions, resolve escalated issues, and ensure timely resolution of customer complaints.
• Coordinate with other departments such as sales, logistics, and product teams to address customer needs effectively.
• Develop and implement customer service policies and procedures to optimize efficiency and service quality.
• Analyze customer service metrics, prepare reports, and identify trends to recommend improvements.
• Train new team members and support continuous learning initiatives.
• Promote a customer-centric culture and ensure compliance with company standards and values.

Requirements

• Proven experience in a customer service leadership or supervisory role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to handle escalated customer issues with professionalism and empathy.
• Proficiency in CRM systems and Microsoft Office applications.
• Analytical mindset with the ability to interpret customer service data and metrics.
• Strong organizational and problem-solving skills.
• Ability to work collaboratively across departments and lead a remote or onsite team.
• Fluency in Arabic and English.