Customer Service Team Leader

Nestlé Waters KSA – Almanhal Water Factory (Position based in Almanhal Water Factory - Riyadh Industrial Area)

Position Snapshot

• Position Title: Customer Service Team Leader.
• Location: Riyadh, Saudi Arabia.
• Department: Sales/ Customer Service .
  
  

Position Summary

The role manages customer service supervisors and multi‑channel frontline teams, ensuring service excellence, operational efficiency, KPI achievement, and a consistent, high‑quality consumer experience aligned with Nestlé Waters standards.

This role acts as a key link between management and frontline operations, driving performance, coaching leadership capability, and continuously improving customer journey and service processes.

Key Responsibilities

People Leadership & Team Management

• Lead, coach, and develop Customer Service Supervisors and their frontline teams.
• Ensure consistent leadership standards, performance management, and accountability.
• Conduct performance reviews, calibrations, and development discussions.
• Ensure effective workforce planning, shift coverage, and resource optimization.
• Promote a consumer‑centric, high‑performance culture.
  
  

Contact Center Operations

• Oversee daily operations across all customer contact channels:
• Voice
• Live chat
• Email
• WhatsApp
• Social media
• Monitor operational KPIs and ensure SLA and service level compliance.
• Support supervisors in handling escalations, critical incidents, and operational risks.
• Ensure operational stability during peak subscription and delivery cycles.
  
  

Customer Experience & Escalation Management

• Ensure delivery of a consistent and high‑quality customer experience.
• Manage complex and sensitive escalations including:
• Delivery failures
• Subscription and billing disputes
• Product quality complaints
• VIP and high‑risk consumer cases
• Drive service recovery and retention initiatives.
• Identify recurring customer pain points and recommend corrective actions.
  
  

Subscription & FMCG Operations Support

• Support end‑to‑end subscription lifecycle (renewals, cancellations, reactivations, upgrades).
• Collaborate closely with logistics, warehouse, and delivery teams to minimize customer impact.
• Monitor trends related to delivery quality, stock availability, and service consistency.
• Ensure urgent handling of perishable FMCG complaints.
  
  

Performance Management & Reporting

• Analyze supervisor and team performance using dashboards and reports.
• Track and improve key KPIs, including:
• CSAT & NPS
• SLA adherence
• First Contact Resolution (FCR)
• Average Handling Time (AHT)
• Escalation rates
• Customer retention & churn
• Agent productivity
• Prepare and present performance insights, risks, and action plans to management.
  
  

Quality Assurance & Continuous Improvement

• Ensure compliance with SOPs, quality standards, and service policies.
• Lead quality improvement initiatives and process enhancements.
• Partner with QA and Training teams to close skill gaps.
• Drive consistency in customer interactions across all teams.
  
  

Cross‑Functional Collaboration

• Work closely with:
• Logistics & Supply Chain
• E‑commerce Operations
• CRM & Marketing
• Finance & Billing
• Product & Technology
• Proactively escalate operational and customer‑impacting risks.
• Contribute to strategic initiatives to enhance customer journey and efficiency.
  
  

Qualification And Requirements

• Bachelor’s degree in Marketing or related field.
• Minimum 5 years of experience in Customer Service & leading a team.
• Excellent command of Arabic and English.
  
  

Key Skills & Competencies

• Strong leadership and multi‑team management capability
• Coaching and supervisor development expertise
• Operational and analytical mindset
• Ability to manage high‑volume operations under pressure
• Strong problem‑solving and decision‑making skills
• Excellent communication and stakeholder management
• Strong customer experience focus with commercial awareness
  
  

Technical & Systems Skills

• CRM platforms (e.g., Salesforce, Zendesk, Freshdesk)
• Contact center and workforce management systems
• KPI reporting dashboards
• Microsoft Excel / Google Sheets
• Omnichannel customer support platforms
  
  

Key Performance Indicators (KPIs)

• CSAT & NPS
• SLA Achievement
• First Contact Resolution (FCR)
• Escalation Management Efficiency
• Customer Retention & Churn Reduction
• Supervisor & Team Productivity
• Quality Assurance Scores
• Complaint Resolution Time
• Overall Operational Efficiency
  
  

About Nestlé Waters & Premium Beverage

Nestlé Waters & Premium Beverages is a standalone, globally managed business within the Nestlé Group.

The company serves consumers in more than 100 markets with a portfolio of more than 35 brands, including S.Pellegrino, Perrier, Acqua Panna, Sanpellegrino Italian Sparkling Drinks, Maison Perrier, Buxton, Essentia, Levissima, La Vie and Nestlé Pure Life. Building on its heritage and expertise in waters, Nestlé Waters & Premium Beverages is focused on growth in premium and better‑for‑you beverages, creating value for consumers, customers and stakeholders.

Water stewardship is central to the business. Nestlé Waters & Premium Beverages is the only beverage company with all bottling sites certified to the Alliance for Water Stewardship (AWS) Standard. Additionally, the company has implemented around 70 water regeneration projects globally, as part of its ambition to protect and restore more water than it uses, working with local stakeholders and experts to identify shared water challenges and support solutions that build resilience and benefit communities and nature.