Assistant Customer Service Manager

Confidential Jobs; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading customer service firm in Dubai is seeking an experienced Assistant Manager – Customer Service to lead a dynamic team. You will supervise customer service agents, handle escalated complaints, and ensure operational excellence. The ideal candidate has strong leadership skills and 3+ years of customer service experience. Fluency in English is mandatory, and Arabic is a plus. This role offers a chance to improve service quality and drive positive customer experiences.

Qualifications

• 3+ years in a customer service role, with at least 1–2 years in a supervisory position.
• Experience in SOP creation and process documentation.
• Fluency in English is required; Arabic language skills are an advantage.

Responsibilities

• Supervise, coach, and motivate a team of customer service agents.
• Ensure all customer inquiries are handled professionally and promptly.
• Track and report on key KPIs (CSAT, FCR, NPS).

Skills

Leadership

Problem-solving

Customer-first mindset

Communication

Analytical skills

Organizational skills

Education

Bachelor’s degree in Business or related field

Tools

HubSpot

Zendesk

Salesforce

Confluence

Google Docs

SharePoint

Job description

Position Summary

We are looking for an experienced and driven Assistant Manager – Customer Service to lead and support a dynamic team of customer service agents. This role is responsible for ensuring smooth day-to-day operations, delivering excellent service experiences, coaching team members, and maintaining high-quality standards through structured processes and documentation.

The ideal candidate possesses a strong leadership presence, sharp problem-solving abilities, and a customer-first mindset to elevate the overall service delivery across touchpoints.

Key Responsibilities

Team Leadership & Management

• Supervise, coach, and motivate a team of customer service agents
• Set performance objectives and conduct regular reviews
• Manage scheduling, shift planning, and resource allocation

Customer Experience Oversight

• Ensure all customer inquiries are handled professionally and promptly
• Manage escalated complaints and complex cases with empathy and resolution focus
• Monitor quality of service via audits, feedback, and performance reviews

Operational Excellence

• Track and report on key KPIs (CSAT, FCR, First Response Time, NPS)
• Identify trends, gaps, and improvement areas through data analysis
• Drive implementation of new service systems and improvement initiatives

Documentation & SOP Management

• Create and update Standard Operating Procedures (SOPs)
• Ensure documentation is current, accessible, and policy-compliant
• Train and align team members on updated processes and best practices

Training & Development

• Support onboarding of new hires and ongoing development of team members
• Conduct coaching sessions to enhance team performance and service quality

Cross-Functional Collaboration

• Collaborate with other departments to resolve issues and improve customer satisfaction
• Share feedback from customers to inform product or service improvements

Compliance & Quality Assurance

• Ensure adherence to internal policies, service standards, and regulations
• Maintain detailed records of training, processes, and service metrics

Qualifications

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
• 3+ years in a customer service role, with at least 1–2 years in a supervisory or team lead position
• Demonstrated experience in SOP creation and process documentation
• Strong leadership, coaching, and interpersonal skills
• Excellent verbal and written communication abilities
• Proficiency with tools such as HubSpot, Zendesk, Salesforce, Confluence, Google Docs, or SharePoint
• Organized, analytical, and calm under pressure
• Fluency in English is required; Arabic language skills are an advantage