Customer Service Team Leader

About the role

LAWAZEM is looking for a proactive Customer Service Team Leader to oversee daily operations of its customer service department. 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.
• Manage performance through coaching, feedback and development plans.
• Monitor interactions, resolve escalated issues and guarantee timely complaint handling.
• Coordinate with sales, logistics and product teams to address customer needs.
• Develop and implement policies and procedures to improve efficiency and quality.
• Analyze service metrics, prepare reports and recommend improvements.
• 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.
• Professional handling of escalated customer issues with empathy.
• Analytical mindset with ability to interpret service data.
• Organizational and problem‑solving skills.
• Fluency in Arabic and English.

Required skills

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