Customer Support Lead

Customer Support Lead **Company:** Gloria Mail Services **Location:** Juffair, Manama, Bahrain **Salary:** **BHD 7,100 per year** Job Summary Gloria Mail Services is seeking an experienced and customer\-focused **Customer Support Lead** to join our team in Juffair, Manama. The successful candidate will oversee the daily operations of the customer support team, ensuring exceptional service delivery while driving customer satisfaction and operational excellence. This role requires strong leadership, communication, and problem\-solving skills with a passion for delivering outstanding customer experiences. Key Responsibilities * Lead, mentor, and supervise the customer support team to achieve performance goals. * Monitor customer inquiries through phone, email, chat, and other communication channels. * Resolve complex customer concerns and escalated issues in a timely and professional manner. * Develop and implement customer service policies, procedures, and best practices. * Track key performance indicators (KPIs) and prepare customer service performance reports. * Conduct coaching sessions, training, and performance evaluations for support staff. * Collaborate with operations and other departments to improve service quality and customer satisfaction. * Identify opportunities to enhance workflows, processes, and customer experience. * Maintain accurate customer records and ensure compliance with company standards. * Stay informed about company services, policies, and industry trends to provide effective support. Qualifications * Bachelor's degree in Business Administration, Customer Service, Communications, Management, or a related field. * Previous experience in customer service, with leadership or supervisory experience preferred. * Excellent verbal and written communication skills. * Strong leadership, conflict resolution, and interpersonal abilities. * Proficiency in Microsoft Office Suite and customer relationship management (CRM) software. * Strong organizational and analytical skills with the ability to manage multiple priorities. * Ability to thrive in a fast\-paced, customer\-focused environment. Preferred Skills * Customer support team leadership * Customer relationship management (CRM) * Complaint resolution and conflict management * Performance monitoring and reporting * Staff coaching and training * Process improvement and workflow optimization * Time management and multitasking * Problem\-solving and decision\-making Benefits * Competitive annual salary of **BHD 7,100** * Opportunities for professional development and career advancement * Supportive and collaborative work environment * Paid annual leave and public holidays * Employment benefits in accordance with Bahrain labor laws **Work Location:** Juffair, Manama, Bahrain. الراتب المدفوع: BD٠٫٠٠٠ لكل عام موقع العمل: بشكل شخصي