Customer Service Manager

Role Overview

We seek a motivated and data-oriented Customer Success Manager experienced in leading teams. This role involves directing a group of Customer Success Specialists to provide outstanding customer service while driving key metrics like retention, growth, and customer satisfaction. The position demands strategic thinking, process optimization, and collaboration across departments.

Leadership Responsibilities

Lead and supervise customer service reps by offering clear guidance, mentoring, and managing performance. Encourage a collaborative team atmosphere to enhance customer satisfaction and improve team productivity.

Client Relations

Manage escalated customer issues ensuring prompt resolution. Build and nurture strong customer relationships to understand client needs. Utilize client feedback to improve satisfaction and identify upselling, cross-selling, and product expansion opportunities, guiding the team to convert these prospects.

Process Improvement

Develop and execute enhancements in service processes, setting best practices to improve workflows and operational performance. Continuously review policies to align with industry standards and corporate goals, focusing on optimizing customer conversion paths such as lead identification and renewal methods.

Training & Development

Create and deliver training schemes to upgrade team skills and knowledge. Provide continual coaching and performance feedback to foster growth and excellence within the team.

Performance Management

Generate and analyze key customer service performance data. Use insights to detect trends and recommend strategies that uplift service quality and operational efficiency.

Cross-function Collaboration

Work alongside teams from operations, compliance, and sales to resolve client issues efficiently. Maintain effective communication with internal stakeholders to guarantee a smooth customer journey.

Regulatory Compliance

Ensure all customer service operations adhere to relevant laws and internal policies. Stay abreast of regulatory updates related to customer engagement and proactively implement required adjustments.

Candidate Requirements

• Bachelor's degree in business, finance, or related communities.
• At least 5 years experience in relevant roles including minimum 2 years managing customer success, service, or sales support teams.
• Languages: Arabic fluent/native, business-level English, Mandarin preferred yet optional.
• Strong leadership, communication, and interpersonal skills.
• Knowledge of financial markets and stockbroking processes.
• Capability to manage stressful scenarios and resolve conflicts effectively.
• Proficient with customer service platforms and CRM software.
• Flexibility for rotational shifts supporting both local and international markets.

Work Environment and Benefits

• Competitive pay and benefits package.
• Diverse and engaging workplace culture.
• Business casual dress code.
• Paid Time Off, continuous Training & Development, and performance-based bonuses.

Note: Only shortlisted applicants will be contacted.