Customer Service Team Leader

Nestlé Waters KSA – Almanhal Water Factory (Position based in Almanhal Water Factory - Riyadh Industrial Area) Position Snapshot 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.

This role acts as a key link between management and frontline operations, driving performance, coaching leadership capability, and continuously improving customer journey and service processes.

• 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
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• 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.

• Ensure delivery of a consistent and high‑quality customer experience
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• Manage complex and sensitive escalations including:
• Delivery failures
• Subscription and billing disputes
• VIP and high‑risk consumer cases
• Drive service recovery and retention initiatives.
• Identify recurring customer pain points and recommend corrective actions.

• 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
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• Analyze supervisor and team performance using dashboards and reports.
• Track and improve key KPIs, including:
• CSAT & NPS
• SLA adherence
• Prepare and present performance insights, risks, and action plans to management.

• 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.

• Work closely with:
• Logistics & Supply Chain
• E‑commerce Operations
• CRM & Marketing
• Finance & Billing
• Product & Technology
• Proactively escalate operational and customer‑impacting risks.
• Contribute to strategic initiatives to enhance customer journey and 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.
• Strong leadership and multi‑team management capability.
• Coaching and supervisor development expertise.
• Operational and analytical mindset.
• Ability to manage high‑volume operations under pressure.
• Strong problem‑solving and decision‑making skills.
• Excellent communication and stakeholder management.
• Strong customer experience focus with commercial awareness.

• Contact center and workforce management systems.
• Microsoft Excel / Google Sheets.

• CSAT & NPS
• SLA Achievement
• Customer Retention & Churn Reduction
• Quality Assurance Scores
• Overall Operational Efficiency

• Exciting opportunities to develop your career.
• A culture of respect, with diversity, equity and inclusion at its core.
• A dynamic international environment empowering you to learn, develop and grow.
• The opportunity to represent globally trusted brands with local impact.