Customer Manager

Confidential; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading service organization in Abu Dhabi is seeking a Consumer Happiness Manager. The role involves overseeing customer service operations, managing a team of call center agents, and implementing strategies to enhance consumer experience. Candidates should possess a Bachelor’s degree and have 2-4 years of customer service experience, ideally within the UAE. Fluency in English and Arabic is essential. We offer a dynamic work environment aimed at improving consumer protection and satisfaction.

Qualifications

• 2 - 4 years of customer service experience.
• Experience working in the UAE is an advantage.
• Must be fluent in English and Arabic.

Responsibilities

• Oversee customer services and complaint management systems.
• Manage workflow to achieve operational KPIs.
• Lead a team of call center agents and service center operations.
• Implement continuous improvement initiatives.

Skills

Customer service excellence

Complaint management

Team leadership

Crisis management

Fluent in English and Arabic

Education

Bachelor’s Degree in Banking/Marketing/Finance

Job description

(EMIRATIZATION - UAE NATIONAL ONLY)

Job Code: JPC - 5451

Job Title: Consumer Happiness Manager

Location: Abu Dhabi, UAE

Experience: 2 - 4 years of customer service experience. Working experience in the UAE would be an advantage.

Education: Bachelor’s Degree in Banking/Marketing/Finance or any other related discipline.

Language: English & Arabic

Key Responsibilities

OPERATIONAL:

• Oversee the establishment and operation of effective customer services, website, online complaints and complaint management systems for all Client consumers to seek resolution to their issues and concerns.
• Manage and reengineer;
• the workflows to achieve the operational KPIs for the department,
• processes of Client relating to consumer complaints, ensuring that it is timely and relevant, and that it effectively addresses the consumers concerns in conformance with the applicable Client standards.
• Oversee the services provided and continuosly improve the processes of logging and investigating consumer issues and complaints. Escalating (if appropriate) any matters to the management or relevant authorities for a timely and orderly resolution.
• Lead the activities that aim at promoting public understanding of consumer rights across the UAE, ensuring that both consumers, licensed financial institutions and insurance companies understand consumer protection standards and requirements.
• Set up and maintain customer service methodology and service standards to meet CLIENT expectations.
• Supervise the development and dissemination of customer service material to assist consumers in navigating Client’s services including information on
• Main service channels.
• Consumer rights and responsibilities.
• Ensure the following key focus areas form part of daily activity:
• Staff productivity and performance.
• Manage and lead different assignment projects related to consumer protection.
• Act as focal point to elevate to the management all the customer service issues , challenges with detailed analysis reports.
• Apply high quality standard of customer service.
• Responsible for managing and leading a team of call centre agents and Service center consumer operations. This includes training new Staff, setting performance expectations, conducting regular performance evaluations, and providing coaching and feedback to help them succeed in their roles.
• Lead continuous improvement initiatives aimed at enhancing the customer experience. Identify areas for improvement based on customer feedback and collaborate with cross-functional teams to implement changes.
• Provide exceptional customer service, to obtain recognized awards and positive outcomes from mystery shopping exercises.
• Responsible for implementing crisis management protocols during emergencies, ensuring the safety and well-being of call center agents as well as the Consumer Happiness Officers, and maintaining business continuity.
• Perform any other duties outside the scope as and when required.

Please note: Due to the high volume of applications, only short‑listed candidates will be contacted. Thank you for your understanding.

If this role truly excites you and the criteria match your current experience, we encourage you to apply!

Please share your updated CV to Ms. Payal at [e-mail]