Customer Experience Lead — Service Excellence & Ops

Black Pearl Consult

Dubai

In loco

AED 240.000 - 420.000

Tempo pieno

3 giorni fa

Candidati tra i primi

Aumenta le possibilità di ricevere una risposta da questo recruiter

Il tuo curriculum e una lettera di presentazione personalizzati, che corrispondono esattamente a ciò che sta cercando.

Supera i filtri ATS

Descrizione del lavoro

Black Pearl Consult is seeking a Customer Experience Manager in the UAE to lead customer experience initiatives and drive service improvements across channels. The role focuses on enhancing interactions, resolving escalations, and aligning with stakeholders to deliver seamless customer journeys.

The ideal candidate will have a strong background in managing service operations, improving complaint resolution and building high-performing teams, with a bachelor’s degree and experience in customer

Competenze

Proven experience leading customer care or service operations teams.
Experience using dashboards and metrics to drive decisions.
Strong communication and people development skills.
Track record delivering operational improvements.
Experience handling complex complaints across departments.
Digital service improvements and customer care transformation are a plus.

Mansioni

Set direction for customer care and translate priorities into improvement plans.
Lead teams handling inquiries, service requests and complaints across channels.
Own sensitive escalations and coordinate resolutions to address root causes.
Use satisfaction scores, SLAs and trends to drive changes.
Improve processes to reduce delays and standardize service delivery.
Collaborate with technology and operations to boost digital self-service.
Coach staff and build a culture of accountability.
Maintain data confidentiality and comply with policies.