Job Title – Team Lead Non-Voice Customer Support (Chat Process) Type – 12 month Contract Work Location – Dubai Salary – AED 12000NP- Immediate / 30 days Industry- Retail Mandatory details/Skills-Lead, motivate, and manage a team of Customer Support Executives handling chat support. Monitor team performance against KPIs such as CSAT, productivity, quality, AHT, and SLA adherence. Conduct regular coaching, feedback sessions, and performance reviews to improve team performance. Ensure timely resolution of customer queries while maintaining high service quality. Handle escalated customer issues and provide effective resolutions. Monitor chat quality and ensure compliance with company policies and processes. Prepare and share daily, weekly, and monthly performance reports. Manage team schedules, attendance, and leave planning to ensure adequate staffing. Identify training needs and support onboarding of new team members. Drive process improvements to enhance customer experience and operational efficiency. Coordinate with cross-functional teams to resolve customer concerns and process issues. Ensure adherence to company policies, data security, and compliance standards.
Key Skills Required Native or fluent Arabic speaker with good English communication skills.3–6 years of experience in Non-Voice Customer Support/Chat Process, including at least 2 years of team handling experience. Proven experience leading, coaching, and mentoring customer support teams. Strong written communication and typing skills in Arabic and English. Experience managing KPIs such as CSAT, SLA, Quality, Productivity, and AHT. Proficient in MS Office, CRM, and customer support tools. Strong problem-solving, decision-making, and conflict-resolution skills. Ability to work in rotational shifts, if required. Immediate joiners preferred.