Assistant Customer Service Manager

Majid Al Futtaim; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading retail company in Dubai is seeking an Associate Manager to deliver high-quality capacity management and operational support to Customer Care Representatives. This role requires excellent customer service skills and a strong focus on managing both online and offline customer interactions. The ideal candidate will drive service innovation and maintain exceptional standards while optimizing costs. This position supports a customer care operation that runs 12 hours a day, across multiple languages.

Qualifications

• Strong people-focused approach
• Excellent customer service skills
• Ability to manage online and offline interactions

Responsibilities

• Deliver high-quality capacity management and operational support to Customer Care Representatives.
• Oversee all customer interactions and manage inquiries and preferences.
• Drive service innovation to maintain exceptional customer experience standards.

Job description

The Associate Manager is responsible for delivering high-quality capacity management and operational support to Customer Care Representatives, enabling them to consistently meet service levels in a cost-effective manner. The role requires a strong people-focused approach, excellent customer service skills, and the ability to manage and moderate both online and offline interactions with internal and external customers.

As the face and voice of the Carrefour brand, the role holder oversees all customer interactions and focuses on building strong, lasting relationships by managing inquiries, waiting lists, and customer preferences. With a strong analytical mindset, the Associate Manager drives service innovation to maintain exceptional customer experience standards while optimizing cost per contact, supporting a customer care operation that runs 12 hours a day, 7 days a week, across multiple languages.