Customer Service Team Leader

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

• Position Title:
  
  Customer Service Team Leader.
• Location:
  
  Riyadh, Saudi Arabia.
• Department:
  Sales/Customer Service.

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.

• 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.
• 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.

• 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.

• Analyze supervisor and team performance using dashboards and reports.
• Track and improve key KPIs, including:
  • CSAT & NPS
  • SLA adherence
  • First Contact Resolution (FCR)
  • Average Handling Time (AHT)
  • Escalation rates
  • Customer retention & churn
  • Agent productivity
• 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 elevate 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

• CRM platforms (e.g., Salesforce, Zendesk, Freshdesk)
• Contact center and workforce management systems
• KPI reporting dashboards
• Microsoft Excel / Google Sheets
• Omnichannel customer support platforms

• CSAT & NPS
• SLA Achievement
• First Contact Resolution (FCR)
• Escalation Management Efficiency
• Customer Retention & Churn Reduction
• Supervisor & Team Productivity
• Quality Assurance Scores
• Complaint Resolution Time
• 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.