Customer Service Lead

at Swan
Published November 16, 2022
Location Dubai, United Arab Emirates
Category Customer Care  
Job Type Full-Time  


Swan is UAE’s unique e-commerce application that provides its users a platform to shop for day to day needs such as groceries and order for services such as beauty & grooming, medical tests and more. Swan gathers a passionate team of technology and business experts who envision to provide a comprehensive digital ecommerce experience powered by cutting edge technologies. At Swan, we are obsessed with customer satisfaction and the aim is to provide a superior customer experience every time through a mix of product and operational excellence.

Position Description:

As a customer service lead you will be responsible to lead, motivate and support the CS team, and establish processes to help the support function scale as we grow. You will play a fundamental role in development of the function, working closely with the Management team and other departments. The role holder will solely be responsible for ensuring timely resolution of customer queries and escalations within established guidelines. The CS lead must be available to work 6 days a week.

Key Responsibilities:

Promotes good customer relations by providing customer satisfaction with a friendly demeanor, can- do attitude, and willingness to always help.
Keeps in touch with existing customers to take feedback about services being delivered, their future needs, information about competitors’ activities (pricing and offers), etc.

As a lead, must be able to resolve customer issues and escalations and involve the Account managers as needed.

Receives and responds to inquiries/complaints regarding Swan’s services, and ensures it is resolved in a timely manner.
Analyses customer feedback and ensures necessary action is taken on improvement areas.
Follows up with relevant internal teams to resolve customer complaints and respond to any queries.
Ensures adherence to quality standards for all customer interactions.
Providing supervision and motivation of staff to foster competitive performance.
Managing people metrics within the team: - attrition, absenteeism, schedule adherence etc.

Monitoring, reviewing and providing regular feedback to staff on the quality and quantity of work produced.
Contributes to framing SOPs (standard operating procedures) and inculcating best practices related to customer support.
Work with management in improving the CS systems as required
Qualifications & Experience

Candidates with good insight of customer service with 5+ years of working experience are preferred.
Managed a team of 5 or more people.
English language proficiency required. Arabic is a plus.
Solid written and verbal communication skills.
Service oriented with high enthusiasm to serve.
Proven ability to multitask with the ability to prioritize tasks.
Willing to work on shift

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