Customer Service Team Leader

Overview

Position Snapshot

• Position Title: Customer Service Team Leader.
• Location: Riyadh, Saudi Arabia.
• Department: Sales/ Customer Service .

Position Summary

People Leadership & Team Management

• Lead, coach, and develop Customer Service Supervisors and their frontline teams.
• Ensure consistent leadership standards, performance management, and accountability.
• Conduct performance reviews, calibrations, and development discussions.
• Ensure effective workforce planning, shift coverage, and resource optimization.
• Promote a consumer‑centric, high‑performance culture.

Contact Center Operations

• Oversee daily operations across all customer contact channels:
• + Voice
• + Live chat
• + Email
• + WhatsApp
• + Social media
• Monitor operational KPIs and ensure SLA and service level compliance.
• Support supervisors in handling escalations, critical incidents, and operational risks.
• Ensure operational stability during peak subscription and delivery cycles.

Customer Experience & Escalation Management

• Ensure delivery of a consistent and high‑quality customer experience.
• Manage complex and sensitive escalations including:
• + Delivery failures
• + Subscription and billing disputes
• + Product quality complaints
• + VIP and high‑risk consumer cases
• Drive service recovery and retention initiatives.
• Identify recurring customer pain points and recommend corrective actions.

Subscription & FMCG Operations Support

• Support end‑to‑end subscription lifecycle (renewals, cancellations, reactivations, upgrades).
• Collaborate closely with logistics, warehouse, and delivery teams to minimize customer impact.
• Monitor trends related to delivery quality, stock availability, and service consistency.
• Ensure urgent handling of perishable FMCG complaints.

Performance Management & Reporting

• Analyze supervisor and team performance using dashboards and reports.
• Track and improve key KPIs, including:

+ Csat & Nps

+ Average Handling Time (AHT)

• + Escalation rates
• + Customer retention & churn
• + Agent productivity
• Prepare and present performance insights, risks, and action plans to management.

Quality Assurance & Continuous Improvement

• Ensure compliance with SOPs, quality standards, and service policies.
• Lead quality improvement initiatives and process enhancements.
• Partner with QA and Training teams to close skill gaps.
• Drive consistency in customer interactions across all teams.

Cross‑Functional Collaboration

• Work closely with:

+ Logistics & Supply Chain

+ Product & Technology

• Proactively escalate operational and customer‑impacting risks.
• Contribute to strategic initiatives to enhance customer journey and efficiency.

Qualification And Requirements

• Bachelor’s degree in Marketing or related field.
• Minimum 5 years of experience in Customer Service & leading a team.
• Excellent command of Arabic and English.

Key Skills & Competencies

• Strong leadership and multi‑team management capability
• Coaching and supervisor development expertise
• Operational and analytical mindset
• Ability to manage high‑volume operations under pressure
• Strong problem‑solving and decision‑making skills
• Excellent communication and stakeholder management
• Strong customer experience focus with commercial awareness

Technical & Systems Skills

• CRM platforms (e.g., Salesforce, Zendesk, Freshdesk)
• Contact center and workforce management systems
• KPI reporting dashboards

• Microsoft Excel / Google Sheets

• Omnichannel customer support platforms

• Csat & Nps

• SLA Achievement

What We Offer At Nestlé

We Offer

• Exciting opportunities to develop your career.
• A culture of respect, with diversity, equity and inclusion at its core.
• A dynamic international environment empowering you to learn, develop and grow.
• The opportunity to represent globally trusted brands with local impact.
• At Nestlé, we want to help shape a better and healthier world, inspire people to live healthier lives and deliver impact at a scale and pace that makes a difference.
• We do this by fostering a diverse, friendly, supportive, and collaborative environment, that creates positive disruption, embraces innovation, and empowers people and teams to win.
• We aim to hire friendly, respectful, inspiring people who care about the people’s lives that we touch every single day.
• Be a force for good.
• Join Nestlé and visit us on www.nestle.com.