Job Location: Iraq -Erbil Company: Eagle Post Job Titel: Customer Service Team leader Department: Customer Service Dept. Reports to: Head of Customer Service Purpose: We are seeking an experienced Customer Service Team Leader to oversee our customer service team, ensuring that they deliver exceptional service to our clients. The ideal candidate will have strong leadership abilities, excellent communication skills, and a passion for customer satisfaction. Job Responsibilities: • Supervise and Support: Lead, motivate, and manage a team of customer service representatives to achieve high performance. • Monitor Performance: Track key metrics, analyze performance data, and provide regular feedback and coaching to team members. • Customer Assistance: Handle escalated customer inquiries or complaints, resolving issues effectively and ensuring customer satisfaction. • Training and Development: Facilitate ongoing training to improve the team's knowledge, skills, and customer service techniques. • Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the customer service team. • Reporting: Prepare reports on team performance, customer feedback, and key performance indicators for senior management. Education & Experience: • Bachelor’s degree in Business, Communications, or related field preferred. • 2+ years of experience in a customer service role, with at least 1 year in a supervisory capacity. • Strong leadership and people management skills • Excellent communication and interpersonal abilities • Problem-solving mindset with attention to detail • Ability to handle stressful situations and multitask in a fast-paced environment • Proficient in customer service software and MS Office • Computer Literacy: Basic proficiency in using computer systems, point-of-sale (POS) systems, and customer relationship management (CRM) software. Required Languages: • Language Proficiency: Fluency in Kurdish, Arabic, and English is essential, both spoken and written.