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Customer Service Team Leader


Manama, Bahrain

Ref: RP392-99

Job description / Role


- Assist the manager with daily operations and include the development, analysis, and implementation of staffing, training and scheduling of employees
- Provide daily direction and communication to employees so that customers are assisted in a timely, efficient and knowledgeable manner
- Provides continual evaluation of processes and procedures in accordance with trained Standard Operating Procedures (SOPs)
- Responsible for suggesting methods to improve area of operations, efficiency and service
- Responds to and resolves employee relation issues expressed by team members
- Creates and maintains a high-quality work environment so that team members are motivated to perform at their highest level
- Carry out debriefs of all staff and ensure that paperwork is accurately completed
- Assign work to staff as required to support the workflow and daily metrics
- Own the total tracking, trending and reporting of departmental metrics
- Step in to attend the escalations from customers and resolve their complaints, when necessary
- Be able and willing to work in flexible schedules/shifts and commit the time required to get the job done



- 2+ years' experience as a Team leader in customer service
- Proficient in MS Office especially in MS Excel
- Analytical abilities and problem-solving skills
- Excellent communication and leadership skills
- Organizational and time management skills
- Customer service skills
- Willingness to train and learn new skills
- Experience in coaching and mentoring others to succeed
- In-depth knowledge of performance metrics


- On-job-training
- Competitive Pay

About the Company

Fetchr is a tech company revolutionizing the world of delivery across emerging markets where there are no physical addresses. In fact, half the world's population has no physical address. Fetchr has the technical solution by eliminating the need for a physical address and deliver to wherever you are. Our patented solution has changed the traditional method of delivery.

Fetchr is the first Middle Eastern company ever to be backed by the most successful venture capitalists from Silicon Valley. Sending and receiving packages has never been this seamless. Established in the UAE in 2012, we've grown to over 3000 employees spread across seven countries and growing rapidly.

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