Senior Customer Services Specialist
Oxford Nanopore Technolo...
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Posted on 29 Sep
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Customer Service Team LeaderLocation: Dubai (Office-based)We re on the lookout for a highly motivated, results-driven Team Leader to join our Customer Services team in Dubai.What You ll Be DoingLead, coach, and mentor a local team of Customer Service AgentsSet clear KPIs, monitor performance, and deliver ongoing trainingOversee end-to-end order processing, export checks, and complex amendments in Dynamics 365Maintain VIP customer success plans and run monthly reviews with cross-functional teamsVisit client sites to strengthen relationships and champion the voice of the customerAnalyse service data to pinpoint trends, root causes, and drive improvementsWork closely with ONT Logistics to ensure timely deliveries and returnsLead/support global SOPs and ensure compliance with export regulations and industry standardsEnsure high SLAs and CSAT scores across all support channelsWhat We re Looking ForExtensive customer service experienceProven people management skillsStrong communicator who can build relationships and motivate teamsExperience with training and interviewing is a bonus3 A-levels or a degree, plus proficiency in Microsoft OfficeFamiliarity with ERP/CRM systems (Dynamics 365, Salesforce), global shipping, and sales is helpfulOccasional travel required.Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.About UsOxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation
Customer Service Team LeaderLocation: Dubai (Office-based)We re on the lookout for a highly motivated, results-driven Team Leader to join our Customer Services team in Dubai.What You ll Be DoingLead, coach, and mentor a local team of Customer Service AgentsSet clear KPIs, monitor performance, and deliver ongoing trainingOversee end-to-end order processing, export checks, and complex amendments in Dynamics 365Maintain VIP customer success plans and run monthly reviews with cross-functional teamsVisit client sites to strengthen relationships and champion the voice of the customerAnalyse service data to pinpoint trends, root causes, and drive improvementsWork closely with ONT Logistics to ensure timely deliveries and returnsLead/support global SOPs and ensure compliance with export regulations and industry standardsEnsure high SLAs and CSAT scores across all support channelsWhat We re Looking ForExtensive customer service experienceProven people management skillsStrong communicator who can build relationships and motivate teamsExperience with training and interviewing is a bonus3 A-levels or a degree, plus proficiency in Microsoft OfficeFamiliarity with ERP/CRM systems (Dynamics 365, Salesforce), global shipping, and sales is helpfulOccasional travel required.Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.About UsOxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation
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