Job ID
49891
Job Title
Customer Service Team Lead
To work for
New Qasioun Express
Country
Syria
City
Damascus
Field of Work
Customer services - Freight/Courier/Custom Service
Job Type
Full time
Military service
Not Specified
Minimum Education Level
Intermediate Institute
Responsibilities
Establish and maintain Customer Service SOPs, policies, and operational standards.
Develop and track employee KPIs and performance measurement systems.
Lead and coach the Customer Service team to achieve service excellence.
Oversee daily customer service operations and escalations.
Analyze performance metrics and implement continuous improvement initiatives.
Ensure compliance with company procedures and service quality standards.
Deliver regular reporting and performance insights to management.
Develop and track employee KPIs and performance measurement systems.
Lead and coach the Customer Service team to achieve service excellence.
Oversee daily customer service operations and escalations.
Analyze performance metrics and implement continuous improvement initiatives.
Ensure compliance with company procedures and service quality standards.
Deliver regular reporting and performance insights to management.
Qualifications
Main Requirements
6+ years of experience in Customer Service, including team leadership.
Strong knowledge of Customer Service Policies, Procedures, and SOPs.
Experience in developing and monitoring KPIs and performance metrics.
Proven leadership, coaching, and team management skills.
Strong analytical and problem-solving abilities.
Excellent communication and stakeholder management skills.
Proficiency in Microsoft Office, especially Excel.
Fluent Arabic and English (written and spoken).
Preferred:
Bachelor's degree in a relevant field.
Experience in logistics, e-commerce, or delivery services.
Familiarity with CRM systems and reporting tools.
6+ years of experience in Customer Service, including team leadership.
Strong knowledge of Customer Service Policies, Procedures, and SOPs.
Experience in developing and monitoring KPIs and performance metrics.
Proven leadership, coaching, and team management skills.
Strong analytical and problem-solving abilities.
Excellent communication and stakeholder management skills.
Proficiency in Microsoft Office, especially Excel.
Fluent Arabic and English (written and spoken).
Preferred:
Bachelor's degree in a relevant field.
Experience in logistics, e-commerce, or delivery services.
Familiarity with CRM systems and reporting tools.
Salary and Benefits
600 $ - 800$
About us
Who We Are
We are a team of logistics professionals, technologists, and customer service specialists united by a commitment to operational excellence. Our senior and mid-management personnel bring direct experience from leading global express carriers and logistics providers, ensuring an inherent understanding of world-class service protocols, security standards, and efficiency metrics.
The Damsco Group Ecosystem: Providing cross-sectoral market intelligence, shared resources, and immediate B2B client access.
A Regional Logistics Network: Through sister companies including Global Central Logistics (GCL) in Jordan and the UAE and D To D Logistics (D2D), the authorized agent for Fly Sham airlines in Dubai, we ensure seamless, controlled, and cost-effective cross-border coordination.
We are a team of logistics professionals, technologists, and customer service specialists united by a commitment to operational excellence. Our senior and mid-management personnel bring direct experience from leading global express carriers and logistics providers, ensuring an inherent understanding of world-class service protocols, security standards, and efficiency metrics.
The Damsco Group Ecosystem: Providing cross-sectoral market intelligence, shared resources, and immediate B2B client access.
A Regional Logistics Network: Through sister companies including Global Central Logistics (GCL) in Jordan and the UAE and D To D Logistics (D2D), the authorized agent for Fly Sham airlines in Dubai, we ensure seamless, controlled, and cost-effective cross-border coordination.
Required employees number
1
Posted On
Jul 25, 2026
Expiry Date
Aug 24, 2026
Additional questions for applicants
Q1: How many years of experience do you have in Customer service?
Q2: Did you have a supervisory role over customer service team?
Q3: What is your English Language level?
Q4: What do you know about the policies and procedure (SOP) for customer service and call centers?
Q2: Did you have a supervisory role over customer service team?
Q3: What is your English Language level?
Q4: What do you know about the policies and procedure (SOP) for customer service and call centers?