Customer Service Team Leader

About the role

LAWAZEM is looking for a proactive Customer Service Team Leader to drive 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 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.
• Ability to handle escalated issues with professionalism and empathy.
• Analytical mindset with capability to interpret service data.
• Fluency in Arabic and English.

Required skills

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