Customer Service Representative Team Lead

About the role

The Customer Service Representative Team Lead will work full‑time on‑site in Rai, Kuwait, supervising a team of customer service representatives. The role focuses on delivering timely, accurate responses to client inquiries, handling escalations, and ensuring high levels of customer satisfaction.

Key responsibilities

• Supervise and coach a team of customer service representatives, fostering teamwork and performance.
• Coordinate daily workloads, manage schedules, and track performance metrics.
• Handle escalated customer issues and ensure swift, professional resolution.
• Monitor service quality and customer satisfaction, preparing regular status reports for management.
• Collaborate with operations and cleaning teams to align service delivery with customer expectations.
• Support the implementation of process improvements and best‑practice communication techniques.

Required profile

• Strong customer‑facing experience with a proven ability to resolve issues efficiently.
• Prior experience in a supervisory or team‑lead role within a customer service environment.
• Excellent verbal and written communication skills in a customer‑centric setting.
• Solid organizational and time‑management abilities, capable of handling multiple tasks.
• High school diploma or equivalent; additional training in customer service or management is a plus.