Apparel Group Looking for Customer Service Team Leader at Dubai ,  Bahrain Full Time

JOB DESCRIPTION

• Provide day-to-day support, subject matter expertise, and real-time coaching for Customer Service Representatives, motivating and supporting the team to resolve customer concerns
• Stay present and available for the broader Customer Service team, including monitoring communications, answering questions, and providing real-time feedback
• Oversee the team to drive productivity through contact prioritization via queue management and adherence monitoring
• Provide interval updates to the team, sharing hourly progress versus SLA targets
• Navigate and resolve financial transactions and support vendor communications required to resolve customer concerns
• Serve as the first line of defense for escalations for the broader Customer Service team
• Stay up-to-date about the knowledge base for products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates
• As time permits, support answering email and other contacts support ad hoc projects, such as Training and Quality Assurance support
• In partnership with your Customer Service Team Supervisor, responsible for Quality Assurance, CSAT, and Productivity for your team
• Promote a positive and friendly environment supporting good morale and cooperation