Customer Solution Team Leader

Our clients, multinational leading FX brokerage firm, is looking for a Customer Solutions Team Leader to join their team here in Dubai, UAE. Successful candidate would be an experienced leader that can support the customer service team in providing efficient assistance to the global customers.

• Manage the day-to-day operations of the customer service team to maintain excellent customer satisfaction levels.
  
• Offer direction and support to team members, serving as an expert on processes, systems, and procedures.
  
• Address and resolve escalated customer issues and complaints efficiently by working with different departments within the company.
  
• Track team performance metrics and introduce strategies for ongoing improvement.
  
• Create training programs for new employees and continuous development opportunities for current team members.
  
• Generate reports on team performance and customer assessment.
  
• Cultivate a positive team culture that promotes teamwork and high-performance efficiency.
  
• Guarantee adherence to company policies and procedures.
  

• A Bachelor's degree in Business Administration or a related field is preferred.
  
• At least 3 years of working experience in customer service role.
  
• Willingness to work flexible shifts as required.
  
• Demonstrated leadership abilities with a track record of motivating and developing a diverse team.
  
• Exceptional communication, problem-solving, and conflict resolution skills.
  
• Strong analytical abilities, capable of interpreting data and making data-driven decisions.
  
• Proficiency in Microsoft Office Suite and customer service software/tools.