Customer Service Team Leader

Job Description

411_2512384

Customer Service Team Leader

Customer Service – United Arab Emirates, AE – Full time – 829

InstaShop, headquartered in Dubai, is the leading online marketplace for supermarkets, pharmacies, pet shops & other businesses in the Middle East. With a young & motivated team & an office resembling the ones of startups in San Francisco, InstaShop is the right company for individuals passionate about adding value within a fast-growing technology company.

The Customer Service Team Leader will oversee, guide and lead a number of customer service team members within the department to ensure compliance with our customer service standards and procedures. This is a vital role in providing clients and users the support they need and ensuring they are treated with the best service and experience in their order journey.

Primary Responsibilities:

• Supervising and managing a team of customer service representatives.
• Monitoring and evaluating the performance of team members to ensure they meet quality standards.
• Managing customer complaints and ensuring they are resolved in a timely and satisfactory manner.
• Ensuring that the team adheres to company policies and procedures, including those related to customer service.
• Motivating and inspiring team members to achieve their goals and targets.
• Handling escalated customer issues that cannot be resolved by front-line customer service representatives.

Requirements:

• Minimum of 2 years of experience within customer service.
• Good coaching and leadership skills with the ability to motivate a team.
• Strong interpersonal and customer service skills.
• Flexible schedule and open to work on a rotational shift basis, including weekends.
• Strong communication skills in English, both verbal and written.

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2025-11-11 12:44:50