Customer Service Team Leader

About the role

LAWAZEM is looking for a proactive Customer Service Team Leader to oversee daily operations of its customer service department. In this role you will ensure high‑quality service delivery, mentor team members and collaborate across functions to boost customer satisfaction and operational efficiency.

Key responsibilities

• Lead, supervise and motivate the customer service team to meet service targets and deliver excellent experiences.
• Coach team members, provide feedback and develop performance improvement plans.
• Monitor customer interactions, resolve escalated issues and guarantee timely complaint handling.
• Coordinate with sales, logistics and product teams to address customer needs effectively.
• Develop and implement service policies and procedures to improve efficiency and quality.
• Analyse service metrics, prepare reports and recommend process enhancements.
• Train new hires and support continuous learning initiatives.
• Promote a customer‑centric culture while ensuring compliance with company standards.

Required profile

• Proven experience in a customer service leadership or supervisory role.
• Strong leadership, communication and interpersonal abilities.
• Professional and empathetic handling of escalated customer issues.
• Analytical mindset with ability to interpret service data.
• Excellent organizational and problem‑solving skills.
• Ability to work collaboratively across departments and manage remote or onsite teams.
• Fluency in Arabic and English.

Required skills

• Proficiency with CRM systems.
• Advanced knowledge of Microsoft Office applications.