Customer Support Supervisor

Position: Customer Support Team Lead
Department: Customer Support / Operations
Job Type: Full-Time
Work Location: In person
Salary: Rs50,000.00 - Rs60,000.00 per month

Musk Al Mahal is a renowned Pakistani perfumery brand with a rich heritage in fragrance craftsmanship. We specialize in premium attars, concentrated perfumes, and unique Arabian and Western scents for both men and women. Our brand combines traditional expertise with contemporary fragrance trends to deliver exceptional quality and memorable fragrance experiences. We are seeking a dedicated Customer Support Team Lead to oversee and manage our customer support team, ensuring high standards of communication, service quality, and team performance on a daily basis.

Key Responsibilities
- Lead and supervise the customer support team to ensure smooth and efficient daily operations.
- Ensure professional and clear communication between the team and customers, fully understanding their needs.
- Equip the team with comprehensive product knowledge, including details, features, specifications, and pricing.
- Monitor and review the team’s daily tasks, performance, and productivity levels.
- Oversee daily activities to ensure adherence to company policies and operational standards.
- Identify any performance gaps or operational challenges and provide guidance for improvement.
- Coordinate with management to address team requirements and maintain workflow continuity.
- Take ownership of team-related issues, promptly reporting significant concerns to the Manager or Supervisor.
- Maintain discipline, accountability, and professionalism within the team environment.
- Perform additional duties as assigned by the Manager or Supervisor.

Required Qualifications
- Proven experience in a team lead or supervisory role within customer support or related operations.
- Strong leadership abilities with effective team management skills.
- Excellent verbal and written communication skills to interact professionally with customers and team members.
- Capability to train, motivate, and guide team members toward achieving performance goals.
- Solid understanding of customer service processes and product knowledge.
- Strong problem-solving, decision-making, and organizational skills.
- Ability to monitor team performance consistently and uphold accountability standards.
- A responsible, proactive, and professional approach to work and team management.

Key Skills
- Team Leadership & Supervision
- Performance Monitoring
- Customer Service Management
- Communication & Coordination
- Problem-Solving & Decision-Making
- Accountability & Responsibility
- Team Training & Development

This role offers an excellent opportunity to lead a motivated customer support team within a respected brand known for quality and innovation. If you are a proactive leader with a passion for customer service excellence, Musk Al Mahal invites you to join our team and contribute to our continued success.