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Customer Service Team Lead

iFM Facilities Management L.L.CAbu Dhabi Emirate, UAE1 months agoMid-Seniorfulltime
ArabicCRMExcelScala
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Via LinkedInΒ·

About This Role

We are seeking a Customer Care Team Lead to manage daily call center operations, guide a team of agents, and ensure high service standards. The role includes monitoring KPIs, handling escalations (including VIP cases), and driving continuous process improvements in line with SLAs.

Key Responsibilities:

  • Lead and mentor customer care agents
  • Facilities/Property Management industry experience required
  • Monitor performance and ensure SLA compliance
  • Must have hands on Experience on CRM / CAFM / CMMS systems
  • Handle escalations of all client
  • Conduct quality checks and enhance service processes
  • Coordinate with internal teams for timely resolution

Requirements:

  • 5+ Years experience within Facilities Management company required
  • Strong leadership & communication skills
  • Experience in customer care or call center operations
  • Proficiency in MS Office (Excel, Word, PowerPoint)
  • Arabic Speaker (mandatory)
  • Strong problem-solving ability & ability to work under pressure
  • Customer-focused with excellent attention to detail

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