Customer Complaints Supervisor (Contact Center)

AGMC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading automotive company in Dubai is seeking a Customer Relations Supervisor to lead a team handling customer complaints. The role focuses on ensuring effective resolution, enhancing service standards, and compliance with UAE regulations. The ideal candidate will have over four years of customer service experience, including supervisory roles, and strong conflict resolution skills. This position offers an opportunity to make a significant impact on customer satisfaction and service recovery standards.

Qualifications

• 4+ years of experience in customer service or complaint handling.
• At least 2 years in a supervisory role.
• Knowledge of UAE Consumer Protection rules and laws.

Responsibilities

• Supervise daily operations of the Consumer Relations team.
• Ensure effective handling and resolution of customer complaints.
• Monitor complaint volumes and identify improvement opportunities.

Skills

Conflict resolution

Negotiation skills

Strong communication

Analytical abilities

Education

Bachelor’s degree in business, Law, or related field

Job description

Job Overview

The Customer Relations Supervisor is responsible for leading a team of Customer Relations Specialists to ensure timely, fair, and compliant resolution of customer complaints across Dealership Operations, Mobility Services (Rental, Leasing, Limousine), and After Sales functions within AGMC. The role drives elevated service recovery standards, ensures cross-functional ownership of complaints, and strengthens relationships with internal departments and relevant authorities to achieve positive customer outcomes.

Roles and Responsibilities

• Supervise daily operations of the Consumer Relations team to ensure effective handling and resolution of customer complaints.
• Ensure complaints are investigated thoroughly and resolved in line with AGMC and OEM policies, legal requirements, and regulatory guidelines.
• Coordinate with Sales, After Sales, Finance, Legal, Operations, and external authorities where required to support complaint resolution.
• Manage escalated and high-risk cases and ensure professional and timely responses to customers.
• Monitor complaint volumes, root causes, and trends to identify systemic issues and improvement opportunities.
• Drive continuous improvement of complaint handling processes, templates, and response standards.
• Ensure accurate documentation, case tracking, and audit trails are maintained in CRM systems.
• Define and enforce service level agreements (SLAs) for complaint resolution with internal stakeholders.
• Support training and coaching of Complaints Specialists to improve investigation, negotiation, and communication skills.
• Promote a culture of ownership and accountability for complaint resolution across business units.

Key Accountabilities

• Complaint Resolution Effectiveness
• Cross-Functional Ownership & Coordination
• Customer Recovery & Trust Rebuilding
• Process Standardization & Governance
• Regulatory & Policy Compliance
• Team Capability Development

Qualifications/Requirements/Experience

• Bachelor’s degree in business, Law, Customer Experience, or related field preferred.
• Strong conflict resolution, negotiation, and communication skills.
• Knowledge of complaint management frameworks and regulatory environments.
• Strong analytical and problem-solving abilities.
• Ability to manage sensitive cases with professionalism and discretion.
• Well-structured, detail-oriented, and resilient under pressure.

Experience (Years of experience, Sector, Local /International)

• 4+ years of experience in customer service or complaint handling, with at least 2 years in a supervisory role.
• Experience in automotive, retail, or mobility services preferred.
• Experience with UAE Consumer Protection rules and laws required

Please note that only shortlisted candidates will be contacted. Thank you for your interest in joining .