Customer Service Team leader

5 days ago

Cairo, Cairo, Egypt NEXperience Full time 15,000 - 30,000 per year

Company Description

NEXperience is a customer experience innovation company transforming the way global brands connect with their customers. By leveraging top-tier talent, advanced AI, and deep industry expertise, NEXperience provides scalable solutions in customer support, digital sales, and back-office operations. Trusted by both startups and industry leaders, our HIPAA and GDPR-compliant services deliver high-quality results with cost reduction benefits of up to 40%. Operating 24/7, we serve key industries including healthcare, technology, education, and e-commerce from Egypt to the world.

Role Description

This is a full-time, on-site role, based in Cairo, for a Customer Service Team Leader. The Team Leader will oversee and manage day-to-day operations of the customer service team, ensuring consistent delivery of high-quality support. Responsibilities include monitoring team performance, providing mentorship, conducting training sessions, resolving escalated customer issues, and implementing strategies to improve service efficiency and satisfaction. The Team Leader will also identify opportunities for process enhancement and collaborate with other departments to ensure seamless operations.

Qualifications

  • Leadership and team management skills to mentor, motivate, and effectively guide a team towards achieving service excellence.
  • Strong command of English
  • Proficiency in Customer Service and conflict resolution, with the ability to handle escalations professionally.
  • Strong Communication, Interpersonal, and Problem-Solving skills for effective interaction with both clients and team members.
  • Analytical thinking, with the ability to interpret performance metrics and implement innovative solutions for improvement.
  • Familiarity with CRM software, customer support tools, and operational planning systems.
  • Demonstrated ability to handle high-pressure situations and maintain a positive work environment.
  • Bachelor's degree in Business Administration, Communications, or a related field is preferred.
  • Previous experience in a supervisory or leadership role within customer service or a similar function is required.

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