Customer Service Team Lead
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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