CCS Manager - After Sales and Customer Service - GMG - Dubai, UAE

GMG Gulf; Dubai; On-site; AED 134,000 - 179,000; Full time

Job summary

GMG Gulf is seeking a CCS Manager - After Sales and Customer Service in Dubai to lead all post-purchase support, delivery coordination and service quality across GMG retail operations.

You will manage the customer service team, handle escalations, monitor feedback, and collaborate with store management to uphold GMG customer care policies while driving growth and protecting brand reputation in the Dubai market.

Qualifications

• Experience in customer service management or after-sales operations within retail.
• Strong leadership, coaching, and team development capabilities.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced retail setting.

Responsibilities

• Lead and manage the customer service team to deliver consistent and high-quality customer experiences.
• Handle customer complaints and escalated issues in a professional and timely manner.
• Oversee coordination of product deliveries to customers after sales.
• Monitor customer feedback and complaints to identify trends and improvement opportunities.
• Implement corrective actions to reduce recurring issues and enhance service levels.
• Ensure customer service operations comply with internal standards and policies.
• Train team members on product knowledge, return and exchange procedures, and customer engagement practices.
• Collaborate with store management and internal departments on customer service initiatives, promotions, and projects.
• Participate in developing customer care policies, procedures, and service frameworks.
• Audit customer service performance and ensure adherence to service benchmarks.
• Prepare and submit regular reports on customer service KPIs and operational performance.

Skills

Customer service operations management

Team leadership

Complaint handling

After-sales coordination

POS systems

ERP systems

KPI reporting

Tools

MS Office

ERP system proficiency

Job description

Position Overview

CCS Manager - After Sales and Customer Service is a leadership role responsible for managing customer service operations, after-sales support, and delivery coordination for GMG retail operations in Dubai. This role focuses on customer satisfaction, service quality, team leadership, and continuous improvement across all post-purchase customer touchpoints.

Job Details

• Country: UAE
• City: Dubai
• Industry: Retail
• Function: Manager
• Salary: 12000-16000 monthly (Market estimated)
• Gender: Any
• Candidate Nationality: Any
• Job Type: Full-time

Role Summary

CCS Manager - After Sales and Customer Service oversees all after-sales activities including product delivery, complaint resolution, customer engagement, and service quality management. The role ensures high service standards, effective people management, and alignment with GMG customer care policies while supporting business growth and brand reputation in the Dubai retail market.

Key Responsibilities

• Lead and manage the customer service team to deliver consistent and high-quality customer experiences.
• Handle customer complaints and escalated issues in a professional and timely manner.
• Oversee coordination of product deliveries to customers after sales.
• Monitor customer feedback and complaints to identify trends and improvement opportunities.
• Implement corrective actions to reduce recurring issues and enhance service levels.
• Ensure customer service operations comply with internal standards and policies.
• Train team members on product knowledge, return and exchange procedures, and customer engagement practices.
• Collaborate with store management and internal departments on customer service initiatives, promotions, and projects.
• Participate in developing customer care policies, procedures, and service frameworks.
• Audit customer service performance and ensure adherence to service benchmarks.
• Prepare and submit regular reports on customer service KPIs and operational performance.

Ideal Profile

• Proven experience in customer service management or after-sales operations within a retail environment.
• Strong leadership, coaching, and team development capabilities.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced retail setting.
• Customer-focused mindset with strong attention to service quality.
• Calm and organized approach to handling escalations and pressure situations.

Skills Set

• Customer service operations management.
• Team leadership and performance management.
• Complaint handling and escalation resolution.
• After-sales and delivery coordination.
• POS systems and customer relationship tools.
• MS Office and ERP system proficiency.
• KPI tracking and service reporting.

Why Join Us

• Work with a leading global retail and well-being group in Dubai.
• Opportunity to lead customer service operations for high-profile brands.
• Professional growth within a diversified and expanding organization.
• Collaborative and performance-driven work environment.
• Exposure to regional retail operations across multiple sectors.