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Customer Services Team Leader MEAI at Oxford Nanopore Technologies
Dubai, دبي, United Arab Emirates -
Full Time

Start Date

Immediate

Expiry Date

23 Aug, 25

Salary

0.0

Posted On

23 May, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Good communication skills

Industry

Outsourcing/Offshoring

Description
Responsibilities
  • Lead, coach, and mentor a local team of Customer Service Agents
  • Set clear KPIs, monitor performance, and deliver ongoing training
  • Oversee end-to-end order processing, export checks, and complex amendments in Dynamics 365
  • Maintain VIP customer success plans and run monthly reviews with cross-functional teams
  • Visit client sites to strengthen relationships and champion the voice of the customer
  • Analyse service data to pinpoint trends, root causes, and drive improvements
  • Work closely with ONT Logistics to ensure timely deliveries and returns
  • Lead/support global SOPs and ensure compliance with export regulations and industry standards
  • Ensure high SLAs and CSAT scores across all support channels