Customer Service Team Leader

Dubai, United Arab Emirates

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rovide day-to-day support, subject matter expertise, and real-time coaching for Customer Service Representatives, motivating and supporting the team to resolve customer concerns S
tay present and available for the broader Customer Service team, including monitoring communications, answering questions, and providing real-time feedback O
versee the team to drive productivity through contact prioritization via queue management and adherence monitoring P
rovide interval updates to the team, sharing hourly progress versus SLA targets N
avigate and resolve financial transactions and support vendor communications required to resolve customer concerns S
erve as the first line of defense for escalations for the broader Customer Service team S
tay up-to-date about the knowledge base for products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates A
s time permits, support answering email and other contacts; support ad hoc projects, such as Training and Quality Assurance support I
n partnership with your Customer Service Team Supervisor, responsible for Quality Assurance, CSAT, and Productivity for your team P

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