Team Leader Customer Care

About MRSOOL Inc.

MRSOOL Inc. is seeking a Team Leader, Customer Care to join its team in Riyadh. This full-time role involves overseeing customer service operations and developing team members to enhance service delivery.

Role Overview

The Team Leader, Customer Care will be responsible for supervising and evaluating the performance of customer service representatives. This role requires providing regular feedback, coaching, and development opportunities to ensure the team operates effectively and delivers high-quality customer experiences. The ideal candidate will be driven, solution-oriented, and capable of adapting quickly to changing circumstances while maintaining team momentum.

Key Responsibilities

• Overseeing and assessing customer service staff activities, and providing regular performance feedback.
• Strategizing and monitoring the daily activities of customer service operations.
• Assisting customer service staff with duties as required.
• Training staff in areas of customer service and company policies.
• Monitoring and authenticating returns, exchanges, and voids.
• Investigating and resolving customer service complaints.
• Assisting with the development and implementation of service policies, and explaining these to staff and customers.
• Maintaining documentation pertaining to customer service department activities.

Qualifications and Experience

• 2-5 years of experience in a relevant field.
• Proven track record of success in leading and motivating teams.
• Proficiency in providing coaching, feedback, and development opportunities.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively with diverse individuals through empathy and respect.
• Comfortable responding quickly with urgency and adapting to change without losing momentum.

Work Environment

This is a full-time position based in Riyadh. The role involves working within a team-oriented environment where collective strength and a positive outlook are valued.

Application Process

Candidates who meet the qualifications are encouraged to apply for this role. Salary details will be discussed during the interview process.