Customer Service Team Leader📣 Job Ad

About 2P Perfect Presentation

2P Perfect Presentation is seeking a Customer Service Team Leader to join our operations. This full-time position is available in Jeddah or Makkah, focusing on the leadership and development of our customer service teams.

The Role: Customer Service Team Leader

The Customer Service Team Leader is responsible for supervising and guiding a team of call center agents. This role ensures the team maintains high performance standards, operational efficiency, and delivers exceptional customer service. Key aspects include handling escalated customer inquiries, providing coaching to team members, and driving continuous improvement through performance monitoring and targeted training initiatives.

Key Responsibilities

• Supervise and support a team of call center agents, ensuring they meet performance targets and deliver excellent customer experiences.
• Act as the primary escalation point for complex customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Monitor team performance using call center tools, track key metrics, and prepare reports for management review.
• Provide coaching, mentoring, and constructive feedback to enhance team performance and professional development.
• Conduct regular team huddles, training sessions, and workshops to address skill gaps and communicate process or policy updates.
• Foster a positive and high-performance culture focused on customer satisfaction and continuous improvement.
• Optimize workflows and processes using data insights to improve efficiency and service quality.

Qualifications and Experience

Candidates should possess 0-1 years of experience in a call center or customer service environment. While not strictly required, previous leadership or supervisory responsibilities within this experience range are preferred.

Essential Skills

• Excellent communication, leadership, and problem-solving skills.
• Ability to analyze data and metrics to drive decision-making and performance improvements.
• Experience in delivering performance evaluations and coaching team members effectively.

Work Environment

This is a full-time position operating within a dynamic customer service environment. The role requires a proactive approach to team leadership and operational excellence, based in either Jeddah or Makkah.