Customer Service Team Lead
Job Details
Skills And Tools:
Job Description
Cartlow Egypt is looking for a passionate and experienced Customer Service Team Lead to join our dynamic team. You will be responsible for managing the day-to-day operations of the customer service department, ensuring that we deliver outstanding service to our customers and meet all performance targets. You will coach, mentor, and support your team to continuously enhance customer satisfaction.
Key Responsibilities:
Lead and supervise the customer service team to ensure top-quality service delivery.
Manage daily workflow, allocate tasks, and monitor performance against KPIs.
Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
Coach, train, and motivate team members to reach their full potential.
Collaborate closely with internal departments (Sales, Operations, Logistics) to resolve customer issues.
Analyze service metrics and prepare regular reports for management.
Assist with the hiring, onboarding, and training of new customer service representatives.
Identify areas for improvement in service processes and contribute to their development.
Ensure all communications and customer interactions align with Cartlow’s brand and values.
Job Requirements
Bachelor’s degree in Business Administration, Communications, or a related field.
2-4 years of experience in customer service, with at least 1 year in a team lead or supervisory role.
Strong leadership skills with the ability to inspire and motivate a team.
Excellent verbal and written communication skills in both Arabic and English.
Customer-focused attitude with excellent problem-solving skills.
Ability to work in a fast-paced environment and handle multiple tasks effectively.
Experience using customer service platforms (such as Zendesk, Freshdesk, or similar CRM systems).
Data-driven mindset with skills in reporting and performance analysis.
Knowledge of the Egyptian market and customer expectations is a plus.
