Customer Relations Supervisor

Justlife.com; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

Justlife.com in Dubai, UAE seeks a Customer Relations Supervisor Fulfilment to lead escalation management across customer issues, with focus on root-cause resolution and strong vendor governance. The role demands data-driven decisions, clear communication, and hands-on leadership in a fast-paced queue environment.

You will own CSAT and ED/CRT outcomes, coordinate with BPO partners, and ensure consistent decision-making during peaks.

Qualifications

• 4-6 years in escalations, complaints or customer resolution.

Responsibilities

• Drive SM escalation rate down by fixing queue failures and tracing root causes.
• Govern daily performance of BPO partners across queues and produce cadence dashboards.
• Own CSAT for ED and CRT with root-cause analysis on every miss and stabilize CSAT against baseline.
• Cover ED or CRT queues during peaks and backlog spikes with clear, consistent decision making.

Job description

Customer Relations Supervisor Fulfilment - CX Dubai UAE Full-time on-site

When a customer s item arrives damaged or goes missing or a service professional disputes who s at fault someone needs to work out what actually happened fairly quickly and with the spine to say no when the answer is no This is a leadership role you own the queue not just the people Your headline metric is SM escalation rate reducing public reviews below 4-star by fixing the root causes in the queue not managing individual responses Most escalations aren t ten separate problems they re one problem upstream that nobody traced You ll find it prove it and hand it to the team that can fix it Every week you ll see the rate drop because the cases stopped arriving You ll love this role if you You think like a detective a damaged item a partner denial a customer story that doesn t quite fit you work out what actually happened and make the call with confidence You re obsessed with patterns ten similar complaints feel like a puzzle to solve not a queue to manage You have the spine to refuse you can tell a BPO partner their performance isn t acceptable and a customer their claim isn t covered and have both respect you for the clarity You trust data more than noise you read a queue find the driver and act on what the numbers tell you You measure yourself by outcomes that stick trace the escalation driver fix the cause upstream watch the cases stop arriving that feedback loop is what gets you out of bed

What you’ll own

Drive SM escalation rate down by fixing queue failures not managing reviews you ll trace recurring drivers damaged item handling partner denials missing item protocols to their source and hand root causes to BD Operations or Product watching the public review rate improve as cases stop escalating Govern daily performance of BPO Partners across ticket queues run the performance cadence daily numbers weekly reviews monthly scorecards with both outsourced partners holding a standard under pressure and seeing vendor performance improve under it Own CSAT for ED and CRT with root cause on every miss when satisfaction drops you find why and fix it you ll stabilise or improve CSAT against the August baseline through queue resolution not review management Decide complex cases compensation liability fault attribution damaged items missing items DED escalations are yours to decide your reasoning must hold up under challenge and your outcomes must be consistent across in-house and outsourced teams Restore consistent decision-making at team lead level escalations to Director drop because you re empowered to decide you hold complex cases with sound judgement and clear written communication others can act on Cover ED or CRT queues during peaks and backlog spikes you re hands‑on when the queue backs up you see the pressure points firsthand

Our hiring process

This role goes through a structured interview process designed to assess both your technical expertise and your analytical thinking You ll also complete a work sample exercise that reflects the real shape of the role Join the tribe and let s become everydaybetter together i i

Share

You've measurably improved escalation rate or CSAT across an outsourced or in-house team : tell us the program you built (new performance cadence, root-cause framework, vendor governance structure) and the metric that moved: escalation rate reduced by X%, CSAT improved by X points, or cases resolved at team lead level instead of escalating further You have 4 6 years in escalations, complaints or customer resolution, including 2+ years leading a team : results matter more than years, but you've had time to see patterns repeat and know how to break them You've managed a BPO or outsourced team, or worked inside one at team lead level: you know how to hold a vendor accountable, run a performance review with evidence, and tell them what needs to change You've decided real compensation and liability cases: damaged goods, lost items, disputed fault : you know the difference between a policy decision and a judgment call, and you can explain both clearly You're data-fluent : you read a queue, spot the pattern, and know what to do with it advanced Excel or Google Sheets, comfort with ticketing platforms like Freshdesk, and the judgement to know where AI output can and cannot be trusted You write clear decisions : case outcomes, fault attribution, and findings that others can act on without coming back to ask what you meant