Customer Service Team Leader – Premium F&B Brand

Dubai, UAE
Salary: AED 10,000 per month

About the Role

A fantastic, growing F&B brand in Dubai is looking for a highly polished and customer-focused Customer Service Team Leader to deliver an exceptional client experience aligned with premium brand standards.

The successful candidate will oversee the day-to-day activities of a small customer service team, while remaining very hands-on with customers and the daily operation. This is not a traditional management position, but would suit someone ready to take on additional responsibility and provide guidance and support to a team.

This role is ideal for candidates from luxury hospitality or high-end hotel groups, who are accustomed to working with discerning clientele in fast-paced environments. It is imperative that applicants have this experience and are currently based in the UAE.

Key Responsibilities

• Oversee the day-to-day activities of the customer service team, ensuring consistently high service standards
• Provide guidance and support to team members and assist with escalated customer queries
• Manage customer enquiries across multiple channels, including phone, email and WhatsApp
• Handle order processing, tracking and coordination with internal teams
• Resolve customer complaints and issues professionally and efficiently
• Deliver a consistently high standard of service reflective of a premium brand
• Maintain accurate records of customer interactions and transactions
• Work closely with operations and logistics teams to ensure smooth order fulfilment
• Help manage workloads and priorities across the team during busy periods

Requirements

• Essential: Background within top-tier 5-star hospitality or luxury hotel groups in Dubai
• Proven experience in a customer-facing role within a premium or luxury environment
• Previous experience supporting, supervising or overseeing a team would be advantageous
• Exceptional communication and interpersonal skills
• Highly polished, professional and well-presented
• Ability to work effectively in a fast-paced, high-pressure environment
• Strong problem-solving skills and excellent attention to detail
• Fluent English; additional languages are an advantage
• Must currently be based in the UAE

Profile

The ideal candidate will have a genuine customer-first mindset and a passion for delivering outstanding service. You will be calm, composed and solutions-driven under pressure, with the confidence to provide direction and support to others while remaining hands-on with customers and the wider operation.