Customer Service Team Leader

Position Summary The role manages customer service supervisors and multi‑channel frontline teams ensuring service excellence, operational efficiency, KPI achievement and a consistent high‑quality consumer experience aligned with Nestlé Waters standards. The role acts as a key link between management and frontline operations, driving performance, coaching leadership capability, and continuously improving the customer journey and service processes.

• People Leadership & Team Management
  • Lead, coach and develop Customer Service Supervisors and their frontline teams.
  • Ensure consistent leadership standards, performance management and accountability.
  • Conduct performance reviews, calibrations and development discussions.
  • Ensure effective workforce planning, shift coverage and resource optimization.
  • Promote a consumer‑centric high‑performance culture.
• Contact Center Operations
  • Oversee daily operations across all customer contact channels (Voice, Live chat, Email, Whats App, Social media).
  • Monitor operational KPIs and ensure SLA and service level compliance.
  • Support supervisors in handling escalations, critical incidents and operational risks.
  • Ensure operational stability during peak subscription and delivery cycles.
• Customer Experience & Escalation Management
  • Ensure delivery of a consistent and high‑quality customer experience.
  • Manage complex and sensitive escalations including delivery failures, subscription and billing disputes, product quality complaints, VIP and high‑risk consumer cases.
  • Drive service recovery and retention initiatives.
  • Identify recurring customer pain points and recommend corrective actions.
• Subscription & FMCG Operations Support
  • Support end‑to‑end subscription lifecycle: renewals, cancellations, reactivations, upgrades.
  • Collaborate closely with logistics, warehouse and delivery teams to minimize customer impact.
  • Monitor trends related to delivery quality, stock availability and service consistency.
  • Ensure urgent handling of perishable FMCG complaints.
• Performance Management & Reporting
  • Analyze supervisor and team performance using dashboards and reports.
  • Track and improve key KPIs including CSAT, NPS, SLA adherence, First Contact Resolution (FCR), AHT, escalation rates, customer retention, churn.
  • Prepare and present performance insights, risks, and action plans to management.
• Quality Assurance & Continuous Improvement
  • Ensure compliance with SOPs, quality standards and service policies.
  • Lead quality improvement initiatives and process enhancements.
  • Partner with QA and Training teams to close skill gaps.
  • Drive consistency in customer interactions across all teams.
• Cross‑Functional Collaboration
  • Work closely with Logistics, Supply Chain, E‑commerce Operations, CRM, Marketing, Finance, Billing, Product and Technology.
  • Proactively escalates operational and customer‑impacting risks.
  • Contribute to strategic initiatives to enhance customer journey and efficiency.
• Technical & Systems Skills
  • CRM platforms (e.g., Salesforce, Zendesk, Freshdesk), Contact center and workforce management systems, KPI reporting dashboards.
  • Microsoft Excel, Google Sheets.
  • Omnichannel customer support platforms.
• Key Performance Indicators
  • CSAT, NPS, SLA achievement, FCR, Escalation Management Efficiency, Customer Retention, Churn Reduction, Supervisor & Team Productivity, QA Scores, Complaint Resolution Time, Overall Operational Efficiency.

• Bachelor's degree in Marketing or related field.
• Minimum 5 years of experience in Customer Service & leading a team.
• Excellent command of Arabic and English.