Customer Service Manager

JAM Event Services; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading event services provider in Dubai is seeking an experienced Customer Care Manager to lead their team across the Middle East and India. You will ensure outstanding customer support while achieving KPIs. Ideal candidates will have a degree and proven experience in the events industry. This full-time position offers regional travel opportunities and a supportive work environment.

Benefits

23 days annual leave

Statutory public holidays

Qualifications

• Proven experience in the Exhibition and Events industry.
• Strong background in account and event management.
• Ability to lead, motivate, and manage a team effectively.

Responsibilities

• Lead and develop a team of Customer Care Specialists.
• Monitor KPIs and staffing workflows.
• Handle escalated customer issues and ensure timely resolutions.

Skills

Leadership

Organisational skills

Communication skills

Coaching

Problem-solving

Customer service

Education

Degree-level qualification or equivalent

Tools

Microsoft Office

Job description

Overview

Position Title: Customer Care Manager – Middle East & India

Location: Dubai, UAE

Type: Full-time

About the Role

We are recruiting on behalf of our client for an experienced and dynamic Customer Care Manager to lead their Customer Care team across the Middle East and India. Based in Dubai, you will oversee a team of Customer Care Specialists, ensuring outstanding support to customers while meeting KPIs and SLAs.

This role requires strong leadership, coaching, and organisational skills. You will collaborate with regional management and operations teams, support revenue growth through up-selling initiatives, and ensure customers receive a best-in-class service experience.

Responsibilities

• Lead, motivate, coach, and develop a team of Customer Care Specialists.
• Conduct quality checks, performance reviews, and provide actionable feedback.
• Monitor KPIs, SLAs, staffing, workflow, and productivity; address gaps proactively.
• Drive up-selling initiatives and support revenue-generating or cost-saving projects.
• Handle escalated customer issues, complaints, and invoice queries; ensure timely resolutions.
• Oversee training, appraisals, 1:1s, and attendance management for your team.
• Implement process improvements and best practices.
• Collaborate with account managers, operations, and organisers for show-related activities in GCC and India.
• Schedule resources based on workload and ensure compliance with visa requirements.
• Serve as main point of contact for senior executives, organisers, and suppliers regarding queries.
• Ensure compliance with company policies, health & safety, and sustainability initiatives.

Qualifications & Experience

• Degree-level qualification or equivalent.
• Proven experience in the Exhibition and Events industry.
• Strong background in account and event management.
• Excellent financial, planning, and organisational skills.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office and general IT tools.
• Ability to lead, motivate, and manage a team effectively.

Working Conditions

• Hours: 37.5 hours/week, Monday to Friday (9:00 am – 5:30 pm). Flexibility for evenings/weekends during busy periods. TOIL applies.
• Leave: 23 days annual leave + statutory public holidays
• Travel: Regional travel across UAE, Qatar, Saudi Arabia, Oman, and India. Valid passport and ID required.