Customer Service Lead (Arabic Speaker)

Role overview

This position leads customer satisfaction efforts in Dubai by reviewing feedback, tracking service performance, and introducing improvements that strengthen the end-to-end customer experience. The role also supports customer service teams so they can consistently deliver high-quality interactions across every customer touchpoint.

Key responsibilities

• Create practical methods and standards for gathering customer feedback and data to support customer experience plans that align with business goals and operational priorities.
• Give ongoing feedback and one-to-one coaching to team members through real case examples, helping build consistent service behaviors and a strong focus on customer satisfaction.
• Support annual strategy reviews aimed at improving customer satisfaction and strengthening relationships with customers.
• Drive customer service improvement initiatives that enhance the customer journey.
• Mentor and guide direct reports in line with company policies and SOPs.
• Review individual and team performance, identify key indicators, and hold regular one-to-one discussions to support development and raise performance levels.
• Build and maintain customer relationships with an emphasis on service quality and business value.
• Lead outreach initiatives, monitor customer satisfaction against key metrics, and recommend service enhancements.
• Develop a strong internal network across departments to resolve customer issues and conduct regular business reviews.
• Handle account management tasks such as monitoring business levels and resolving issues to support customer satisfaction and smooth cooperation between teams.
• Work closely with Commercial, Technical, and Operations teams to identify customer pain points and propose effective solutions.
• Act as the bridge between operations teams and customers to ensure queries and issues are resolved quickly and successfully through the customer service function.
• Make sure client management policies and service procedures are followed, and take corrective action when systems or processes do not comply.

Education and language requirements

The role requires a bachelor’s degree in Business Administration or a related discipline. Relevant professional certifications are an added advantage. English fluency is mandatory, and Arabic knowledge at working level is preferred.

Experience and skill expectations

Applicants should have at least 5 years of experience in customer service. Background in customer relationship management, data collection and analysis, reporting, risk identification and mitigation, and communication across different levels of an organization is important. Experience working across multiple functions and with culturally diverse teams is also valuable, and prior team leadership experience is a plus.

Additional details

The position is based in Dubai and offers a salary range of AED 6,000 to AED 8,000. Immediate availability is preferred. Arabic speakers are preferred for this role.