Customer Services Lead

Confidential Company

Employer Active

Posted 54 min ago

Experience

7 - 10 Years

Job Location

Dubai - United Arab Emirates (UAE)

Education

Bachelor of Arts

Nationality

Indian, Filipino

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

We are a leading fresh food e-commerce and retail company in the UAE, known for quality, sustainability, and customer excellence. With a strong commitment to innovation and service, we continue to redefine the online shopping experience for our customers. We are seeking a dynamic and customer-focused professional to lead our Customer Services team. The ideal candidate will ensure seamless customer interactions, handle escalations, and drive process improvements to deliver an exceptional service experience.

Role Overview:

  • Lead and manage the customer services team across multiple channels (phone, email, chat, social).
  • Monitor performance metrics, customer satisfaction levels, and service SLAs.
  • Handle escalations effectively and provide quick resolutions.
  • Collaborate with internal departments (operations, logistics, IT, marketing) to improve processes and customer experience.
  • Train, mentor, and motivate the customer services team.
  • Analyze trends, prepare reports, and recommend improvements in service delivery.

Desired Candidate Profile

  • Bachelor’s degree in Business, Management, or related field.
  • 7–10 years of experience in customer service, with at least 3 years in a supervisory/lead role.
  • Strong leadership, problem-solving, and communication skills.
  • Experience in e-commerce, FMCG, or retail sector.
  • Ability to work in a fast-paced, multicultural environment.

Employment Type

    Full Time

Company Industry

Department / Functional Area

Keywords

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Confidential Company