Job Description

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 .

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

What We Offer At Nestlé

When you join Nestlé Waters, you become part of a team committed to excellence, integrity, and customer trust.
We value performance, collaboration, and continuous improvement empowering our people to deliver results that make a difference.

We Offer

• Exciting opportunities to develop your career.
• A culture of respect, with diversity, equity and inclusion at its core.
• A dynamic international environment empowering you to learn, develop and grow.
• The opportunity to represent globally trusted brands with local impact.

At Nestlé, we want to help shape a better and healthier world, inspire people to live healthier lives and deliver impact at a scale and pace that makes a difference. We do this by fostering a diverse, friendly, supportive, and collaborative environment, that creates positive disruption, embraces innovation, and empowers people and teams to win. We aim to hire friendly, respectful, inspiring people who care about the people’s lives that we touch every single day.
Be a force for good. Join Nestlé and visit us on www.nestle.com