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Job Description

Required : Immediate Joiner- Dubai Based

Job Role: Customer Service Team Leader – Complaints & Reviews Management

Role Summary

The Customer Service Team Leader is responsible for end-to-end management of customer complaints, DED cases, internal & external app ratings, and social media escalations across all operating countries.

This role ensures SLA-driven complaint resolution, quality governance, process improvement, regulatory compliance, and team performance management. The position also provides operational support to Sales and Extensions teams when required.

Primary focus: Customer Service Excellence, Complaint Resolution, and Reviews Management.

Key Responsibilities

1. Complaint & DED Case Management

· Manage complaints from all channels: DED, email, app, social media, LinkedIn/CEO escalations, management, and walk-ins.

· Ensure end-to-end ownership and closure within defined SLAs.

· Lead cross-functional coordination for effective resolution.

· Maintain proper documentation and communication trails.

· Identify recurring issues and escalate trends to management.

· Ensure zero overdue or unattended cases.

2. App Ratings & Online Reputation Management

· Monitor and manage ratings across:

o App Store

o Play Store

o Trustpilot

o Internal App Platforms

· Respond to all reviews within SLA.

· Analyze feedback trends to identify process, people, or technical gaps.

· Coordinate with Tech for system improvements.

· Prepare monthly performance and insights reports.

· Coach agents based on negative ratings.

· Drive recognition initiatives for positive feedback.

· Promote a culture of continuous improvement.

3. Process Improvement & Governance

· Identify process gaps from complaint analysis.

· Refine workflows in collaboration with stakeholders.

· Update and maintain SOPs.

· Implement corrective and preventive actions.

· Ensure compliance with company policies and DED regulations.

4. Team Management & Development

· Conduct onboarding, training, and evaluation of new hires.

· Ensure system access, assets, and permissions for team members.

· Manage queue allocation and access rights.

· Prepare rosters and leave planners.

· Conduct call quality monitoring and coaching.

· Lead refresher trainings.

· Perform unethical practice audits.

· Ensure adherence to policies and service standards.

5. Quality & Compliance

· Conduct transactional call monitoring.

· Provide structured performance feedback.

· Monitor policy adherence.

· Perform compliance audits.

· Drive service quality improvement initiatives.

6. Sales & Operational Support (Secondary Responsibility)

· Support Sales & Extensions teams in resolving escalations.

· Coordinate booking-related issue resolution.

· Ensure fleet availability updates are shared with agents.

· Manage supplier-related escalations.

· Support compliance queries.

· Handle panel adjustments (vehicle open/close, buffer time changes, counter updates).

Key Performance Indicators (KPIs)

· SLA adherence for complaint resolution

· DED case closure turnaround time

· App rating improvement trends

· Reduction in repeat complaint categories

· Quality monitoring score improvement

· Refund processing accuracy & timeliness

· Zero compliance breaches

· Improvement in customer satisfaction metrics

Required Skills & Competencies

· Strong complaint handling & conflict resolution

· Stakeholder management expertise

· Analytical and reporting skills

· Excellent communication skills

· High attention to detail

· Escalation management capability

· Leadership and coaching ability

· Tech-adaptive mindset

· Regulatory awareness (DED preferred)

Experience & Qualification

· 3+ years in Customer Service / Operations

· Minimum 2 years in Team Leader or Escalation role

· Experience handling regulatory complaints (DED preferred)

· Experience in app ratings & online reputation management preferred

· Bachelor’s Degree (Business / Management preferred)

About the Company:

Welcome to the Future of Personal Mobility at Self Drive.

A Mobility Tech Platform Established in 2016 in the Middle East with its Head Quarters in DUBAI and a team of over 140+ employees that operates across 10 countries around the world.

Self Drive Mobility is backed by car manufacturers, dealers and the top leasing companies with managing assets worth over USD 1 Billion on its platform making it the fastest-growing Mobility Tech Company in the GCC Region.

Self Drive Mobility operates across UAE, Oman, Qatar, Bahrain, Kuwait, Saudi Arabia, Turkey, Ireland, Scotland, United Kingdom and India with an fleet of over 25000+ units offering Daily | Weekly | Monthly car subscription rentals & Digital Leasing Solutions targeting D2C & B2B Clients.

The company achieved a milestone by serving 1.5 million customers & reached 3 Million days of reservation & is currently the largest mobility platform across in the Middle East.

Why Join Us:

  • Be part of a leading mobility technology company redefining the way people access transportation.
  • Work in a dynamic, fast-paced, and collaborative environment where your role directly contributes to business success.
  • Develop your skills and grow your career in a future-forward company focused on customer experience and innovation.
  • Gain exposure to a tech-driven, process-focused organization with a growing international presence.

If you are passionate about delivering exceptional customer experiences, thrive in a fast-paced environment, and have a sharp eye for detail- we want to hear from you!

Apply Now – Send your CV to talent@self-drive.ae

Workplace Type:

Onsite

Work Schedule:

Rotational Shifts (Day/Evening)

Application Open:

Apply only if you can join us immediately or serving notice period.

Location:

B3, Office number 406, Dubai Commercity, Umm ramool, Al Rashidiya, Dubai, UAE.

Job Types: Full-time, Permanent

Pay: AED7,000.00 - AED8,000.00 per month


Job Details

Job Role : Customer Service Team Leader


Job Location : Dubai , UAE


Email : talent@self-drive.ae


Company : Pinewoods Technology Services FZE


Listing ID : 101842



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