Customer Service Manager

Role Overview

The Customer Service Manager will be responsible for managing all customer service and contact center activities, ensuring the highest levels of client satisfaction while adhering to company policies and standards. This position demands strong leadership, a strategic approach based on customer data, and an understanding of the local culture for effective client and team management in Dubai.

Key Duties

• Lead and mentor the customer service and call center teams to maintain superior service quality.
• Drive enhancements in key performance indicators including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other critical quality metrics across every customer interaction channel.
• Manage escalated complaints by providing prompt and effective resolutions.
• Develop, implement, and maintain customer service processes, workflows, and system platforms such as CRM and call center technologies.
• Track call center key performance metrics like average handling time, first-call resolution rates, and SLA compliance, offering coaching to uplift team effectiveness.
• Analyze customer feedback and data trends to identify issues and develop corrective strategies.
• Cultivate strong relationships with essential clients.
• Assess and suggest advancements in service technology including call center software, ticketing tools, IVR systems, and dashboard reporting in coordination with IT.
• Ensure strict adherence to company guidelines, operational procedures, and data privacy mandates.
• Prepare and present consistent reports and dashboards on NPS and service performance for senior leadership review.

Required Qualifications and Skills

• Bachelor’s degree in Business Administration, Customer Service Management, or a related field.
• At least 10 years of experience in customer service management including leadership of call/contact center operations.
• Solid experience managing teams with a process-oriented mindset to develop, refine, and scale service systems.
• Proficiency with NPS/CSAT methodologies and translating analytics into actionable improvement plans.
• Familiarity with CRM platforms and call center technologies such as ticketing systems, IVR, and call analytics tools.
• Strong collaboration skills and adept in working with cross-functional teams.
• Demonstrated capability in resolving complex customer issues efficiently.
• Excellent problem-solving aptitude and meticulous attention to detail.
• Commitment to consistently delivering excellent customer experiences.
• Proficiency in Microsoft Office, CRM systems, and contact center software; adept at using performance monitoring and reporting tools.
• Fluency in English is mandatory; Arabic language knowledge is considered an advantage.
• Excellent organizational, time management, verbal and written communication skills alongside high professionalism; able to manage multiple assignments independently.

Additional Information

This job description outlines primary responsibilities and qualifications but is not exhaustive; additional tasks may be assigned as per company needs.