Customer Service Team Leader

  •  RM Retail DMCC
  •  Dubai - United Arab Emirates
  •  24th Feb 2017
  • EXP2 - 8 Years


As the Team Leader for Customer Service you will be responsible for managing a team of Customer Service Assistants and Delivery Team who deal with customer complaints, enquiries, orders, and fulfillment.

Key Responsibilities & Accountabilities:
Co-ordinating a team of customer service assistants and drivers to ensure all orders are delivered on time and with a high standard of service.
Handling complaints and escalations.
Clear and concise communication with suppliers, inteal stakeholders, and customers.
Preparing customer service reports.
Call, email and Web Chat monitoring and training.
At times you will also be expected to carry out the same work as the team youre managing.
Ensuring key performance measures are met along with coaching, developing and mentoring all individuals within the team.
The majority of communication is handled through telephone calls, however contact is also via email and Web Chat.
Meet the expectation of customers while influencing and actively encouraging an environment that echoes the company's philosophies and brand values.
Identify system and workflow improvements to enhance the team's efficiency.
Co-ordinate team shifts and workload.


RM Retail DMCC is the Support Centre for our two current Brands The Toy Store & Hallmark. The company has evolved from a number of entities across the GCC region to become the central hub of operations to support its entire store network.
RM stands for Recon (Reconnaissance) Management which underpins our methodological approach across all business functions. The business has managed to keep its entrepreneurial culture, along with striving for best practices across all its processes and controls.

Retail DMCC is now supporting The Toy Store through its Inteational expansion, which is being delivered through direct market entry and the franchising model.


Type Agency Job
Eligibility Basic - Intermediate School
Role Not Mentioned
Industry Retail
Salary Not Mentioned
Experience 2 - 8 Years
Function Marketing / Advertising / MR / PR
Openings 1
Deadline 26th Mar 2017
PM Skills Not Mentioned

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