Customer Service Manager

Overview

This position oversees the everyday operations of a busy customer service center that assists customers arriving in person and those calling through phone channels. The manager will lead the frontline teams, manage inquiries, resolve complaints, handle service requests, and ensure exceptional customer service standards are met consistently.

Candidate Profile

• Possess between five to eight or more years of experience in fields such as Customer Service, Customer Experience, Customer Relations, Contact Center or Service Center operations.
• Previous roles should include leadership positions such as Team Leader, Supervisor, Manager, or Operations Lead with direct supervision of frontline customer-facing personnel.
• Experience in managing walk-in customer service or contact center functions is essential.
• Demonstated capability in handling complaints, managing escalations, tracking cases or requests from receipt to closure, and resolving service issues effectively.
• Skilled in monitoring key operational indicators such as KPIs, SLAs, service quality parameters, turnaround times, and overall team performance.
• Strong abilities in stakeholder communication, coordination, and problem-solving are required.
• Comfortable working in a dynamic, high-volume, public-facing setting.
• Bilingual communication skills in both Arabic and English are mandatory.
• Candidates residing in the United Arab Emirates are preferred.
• Background in government services, public service centers, aviation, transportation, utilities, banking, telecom, healthcare, or any high-customer-volume sectors will be advantageous.

Key Responsibilities

• Oversee and manage the daily activities of the customer service center ensuring seamless delivery of multiple services.
• Lead and support Customer Service Agents who manage walk-in customers and incoming phone calls.
• Track and assess team efficiency, productivity, service delivery quality, and adherence to service standards.
• Manage customer queries, complaints, service requests, and cases from entry through to resolution and closure.
• Ensure accurate logging, tracking, follow-up, and timely closing of customer cases based on set timelines.
• Address escalated customer issues sensitively and ensure they are resolved promptly.
• Collaborate with relevant departments and internal stakeholders to facilitate customer requirement fulfillment.
• Continuously monitor service levels, turnaround times, satisfaction metrics, and operational KPIs.
• Ensure compliance with established customer service procedures and operational policies.
• Identify trends in customer issues, gaps in service, and opportunities for improvement.
• Implement measures to enhance customer satisfaction, improve efficiency, and elevate the overall customer experience.
• Maintain a professional, customer-oriented environment adept at managing high volumes of public interactions.