Customer support team leader

On behalf of our client, we are hiring a customer support team leader (hybrid). 

We are looking for a Customer Support Team Leader with strong customer handling experience and a sales-oriented mindset.

The role will be responsible for leading the customer support team, monitoring daily performance, handling escalated complaints, supporting order follow-up, and helping the team convert customer inquiries into confirmed orders.

The role will also work closely with the sales team to follow up on qualified leads, support upselling and cross-selling, share customer insights, and track sales opportunities generated through customer support channels.

Key Responsibilities:

• Lead and supervise the customer support team’s daily activities.
• Monitor team performance, response time, productivity, communication quality, and sales conversion.
• Handle escalated customer complaints and ensure proper resolution.
• Ensure customer inquiries are answered professionally across all channels.
• Support the team in converting customer inquiries into confirmed orders.
• Follow up on pending orders, abandoned inquiries, and potential customers to increase sales opportunities.
• Coordinate closely with the sales team to ensure smooth handover of qualified leads and customer requests.
• Support the sales team by sharing customer insights, repeated objections, product feedback, and buying trends.
• Guide team members on upselling and cross-selling techniques to increase order value.
• Track customer support and sales-related KPIs and prepare regular performance reports.

Requirements:

• 3–5 years of experience in customer support, customer service, telesales, sales support, or call center operations.
• Minimum 1 year in a senior or team leader role.
• E-commerce or retail experience is highly preferred.
• Strong communication, leadership, follow-up, problem-solving, and sales skills.
• Good knowledge of CRM systems, order management systems, and Excel.
• Good command of Arabic and English.

Reports to: Commercial Operations Manager

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