Customer Support Center Group Leader to oversee customer service operations and help deliver a smooth and positive customer experience across non-face-to-face customer interactions.
The role is responsible for managing customer support performance, developing employees, maintaining service quality, controlling costs, and supporting business planning. The successful candidate will build strong customer relationships while working with internal teams to improve service levels and contribute to business growth.
Key Responsibilities
Customer Support & Performance Management
- Ensure all customer cases are accurately recorded in the CRM system for proper follow-up and reporting.
- Improve first-contact resolution and reduce repeated customer contacts and visits.
- Monitor customer emails and social media complaints and ensure issues are addressed within appropriate timelines.
- Track overall Customer Support Centre performance and establish clear action plans and performance targets.
- Handle complex customer issues that require escalation beyond frontline agents.
- Maintain and improve the customer escalation process and ensure the escalation matrix remains effective.
- Monitor the compensation process and identify opportunities to improve customer service outcomes.
- Review customer service calls and identify coaching, training, or performance improvement requirements.
- Prepare and analyze key performance indicators and work with store teams to identify ways to reduce customer dissatisfaction.
- Monitor transport and delivery systems and proactively contact customers regarding expected delays or requested callbacks.
Team Leadership & People Development
- Prepare employee schedules and allocate workloads to ensure adequate customer service coverage.
- Forecast future contact volumes and staffing requirements to maintain agreed service levels.
- Ensure sufficient team coverage during operating hours and peak periods.
- Lead employee development through training, coaching, feedback, and performance monitoring.
- Empower customer support colleagues to make appropriate decisions and resolve customer concerns efficiently.
- Create a supportive and engaging workplace where employees have access to the information and tools required to serve customers effectively.
- Coach and motivate the team to deliver consistent and high-quality customer service.
Health & Safety
- Ensure Customer Support Centre operations comply with company health and safety procedures.
- Conduct regular workplace and operational checks to help maintain a safe working environment.
- Ensure relevant internal safety routines and procedures are followed by the team.
Cost Management
- Monitor and control costs associated with Customer Support Centre operations.
- Use available resources efficiently while maintaining required customer service standards.
- Identify opportunities to improve operational efficiency and manage expenses effectively.
Business Planning
- Contribute to the development and implementation of the country business plan.
- Take ownership of the Customer Support Centre action plan.
- Regularly review business objectives and performance against agreed targets.
- Implement corrective actions when required to ensure business plan activities remain on track.
- Work collaboratively with relevant departments to support wider business objectives.
Required Skills
Candidates applying for the Customer Support Center Group Leader job in Dubai should have:
- Strong strategic planning and problem-solving abilities.
- Excellent verbal and written communication skills.
- Strong leadership and interpersonal skills.
- Good knowledge of Microsoft Excel and CRM systems.
- Strong analytical and decision-making capabilities.
- Ability to manage customer service performance and support operational improvements.
- Ability to work effectively with different teams in a fast-paced retail environment.
Qualifications & Experience
- Minimum Diploma qualification.
- Previous experience in a similar customer service or customer support leadership role.
- Call centre or Customer Support Centre experience is preferred.
- Experience working with Genesys, CRM platforms, or similar customer service systems is an advantage.
- Previous experience in the retail industry is beneficial.
- Strong computer and Microsoft Excel skills.
- Good analytical and numerical skills.
- Fluency in English and Arabic is required.
IKEA Customer Support Center Jobs in Dubai
This Customer Support Center Group Leader position in Dubai, UAE is suitable for professionals with experience in customer service, call centre operations, retail support, CRM management, contact centre leadership, and team management.
The successful candidate will play an important role in improving customer satisfaction, managing support centre performance, developing employees, and ensuring efficient customer service operations.
Job Location: Dubai, United Arab Emirates
Position: Customer Support Center Group Leader