Customer Service Team Leader

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Oversee, guide, and inspire the customer service team to meet service objectives and deliver outstanding customer experiences.

• Manage team performance through coaching, constructive feedback, and tailored development plans.

• Supervise customer interactions, address escalated issues, and ensure prompt resolution of customer complaints.

• Collaborate with various departments such as sales, logistics, and product teams to effectively meet customer needs.

• Create and implement customer service policies and procedures to enhance efficiency and service quality.

• Analyze customer service metrics, generate reports, and identify trends to suggest enhancements.

• Onboard new team members and promote ongoing learning and development initiatives.

• Foster a customer-focused culture and ensure adherence to company standards and values.

⛳️ Requirements

• Demonstrated experience in a leadership or supervisory role within customer service.

• Strong leadership capabilities and team management skills.

• Exceptional communication and interpersonal skills.

• Ability to manage escalated customer issues with professionalism and understanding.

• Proficient in CRM systems and Microsoft Office applications.

• Analytical mindset with the capability to interpret customer service data and metrics.

• Strong organizational and problem-solving abilities.

• Capacity to work collaboratively across departments and lead a remote or onsite team.

• Fluency in both Arabic and English.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Comprehensive health and wellness benefits.

• Flexible working arrangements to promote work-life balance.

• Supportive team environment that values collaboration and innovation.