Job Description

About the Role

We're looking for a dynamic Customer Experience Team Lead to join our growing organization. In this role, you'll lead a dedicated team focused on delivering exceptional customer experiences across all touchpoints. You'll play a crucial role in building customer loyalty, driving satisfaction metrics, and ensuring our service standards exceed expectations.

What You'll Do

Team Leadership & Development

Lead and inspire a team of customer service professionals to deliver outstanding service Provide coaching, mentoring, and on-the-job training to develop team capabilities Manage performance and support professional growth of team members Foster a positive team culture aligned with company values

Customer Experience Management

Oversee customer interactions across multiple channels (email, chat, phone, social media) Handle escalated customer concerns with empathy and effective resolution strategies Implement and analyze customer feedback programs to drive continuous improvement Collaborate with Marketing on customer-focused campaigns and initiatives Monitor product availability and communicate with stakeholders to maximize customer satisfaction

Operational Excellence

Ensure consistent service quality and process compliance across the team Provide management coverage during operational hours (on-site or remote) Optimize customer service workflows and processes Prepare and analyze performance reports to identify improvement opportunities Support cross-functional projects aimed at enhancing the customer journey

Success in This Role Means

Driving improvements in key metrics including NPS (Net Promoter Score) and customer satisfaction Increasing team efficiency while maintaining service quality Contributing to revenue growth through excellent customer experience Building strong cross-departmental relationships

What You'll Need

Experience

3+ years in customer service roles with demonstrated success Previous supervisory or team lead experience Experience managing customer interactions across multiple channels Call center experience is beneficial

Skills & Abilities

Strong problem-solving abilities and decision-making skills Excellent communication skills in English and Arabic Customer-centric mindset with genuine passion for service excellence Tech-savvy with experience using CRM systems and digital communication tools Ability to analyze data and translate insights into action

Education

Bachelor's degree in Business, Marketing, or Communications is advantageous
This position offers the opportunity to make a significant impact on our customer experience strategy while developing your leadership skills in a supportive environment.

Job Type: Full-time

Pay: AED6,000.00 - AED7,000.00 per month