Customer Service Manager

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

Job summary

A leading digital company in the UAE is seeking a Customer Service Manager to shape their customer service operations. You will lead a team focused on delivering exceptional service, enhancing satisfaction, and resolving customer issues. Ideal candidates should have proven customer service management experience, strong leadership skills, and be proficient in CRM tools. The position offers a competitive salary and a dynamic work environment to contribute to the success of a well-known brand.

Benefits

Competitive salary and benefits

Dynamic and innovative work environment

Qualifications

• Proven experience in customer service management preferably in a fast‑paced environment.
• Strong leadership and interpersonal skills.
• Excellent written and spoken English; Arabic preferred.
• Proficient in CRM software and customer service tools.

Responsibilities

• Lead and train the customer service team to deliver exceptional service.
• Develop and implement strategies to improve customer satisfaction.
• Oversee daily operations including call centre management and email support.
• Resolve complex customer issues and complaints promptly.
• Collaborate with departments to enhance overall customer experience.

Skills

Customer service management experience

Leadership skills

Communication skills

Problem-solving abilities

Analytical skills

Tools

CRM software

Customer service tools

Job description

About Us

The ENTERTAINER is a leading digital company dedicated to adding value for consumers by bringing them the best incentive offers globally. We are a 100% digital, data‑driven tech company providing first‑rate offers across renowned dining, leisure, entertainment and hotel brands worldwide. The ENTERTAINER has grown with the aim of creating unbeatable value and loyalty everywhere we operate. We believe that experience is everything and that’s why we are passionate about creating unforgettable experiences for our customers, partners and employees.

As a Customer Service Manager you will

Play a pivotal role in shaping and overseeing our customer service operations. Lead a team committed to delivering exceptional service, ensuring customer satisfaction and contributing significantly to the overall success of our organisation.

• Leadership & Team Management
  • Train and maintain a high‑performing customer service team.
  • Set clear performance expectations and monitor individual and team performance.
  • Provide ongoing training and development to enhance team skills and knowledge.
  • Foster a positive and supportive work environment that motivates and empowers team members and embodies the core values of the ENTERTAINER.
• Customer Experience
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Analyse customer feedback and trends to identify areas for improvement.
  • Resolve complex customer issues and complaints promptly and effectively.
  • Monitor key performance indicators to measure customer service performance.
• Operational Excellence
  • Oversee daily operations including call centre management, live chat, email support and social media engagement.
  • Streamline and optimise customer service processes to enhance efficiency and responsiveness.
  • Implement innovative tools and technologies to improve the overall customer support experience.
  • Ensure adherence to service level agreements (SLAs) and quality standards.
  • Collaborate with other departments to ensure seamless customer experiences.
• Problem Solving
  • Identify and troubleshoot customer issues and system malfunctions.
  • Develop and implement solutions to prevent recurring problems.
  • Analyse data to identify root causes of issues and implement corrective actions.
• Customer Advocacy
  • Serve as the voice of the customer within the organisation, collaborating with other departments to enhance the overall customer experience.

What We’re Looking For

• Proven experience in customer service management preferably in a fast‑paced environment.
• Strong leadership and interpersonal skills.
• Excellent written and spoken English is essential. Arabic is a bonus.
• Excellent communication and problem‑solving abilities.
• Proficient in CRM software and customer service tools.
• Ability to handle high‑pressure situations and maintain a positive attitude.
• Strong analytical and decision‑making skills.
• A passion for delivering exceptional customer experiences.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with a dynamic and innovative company.
• Chance to contribute to the growth and success of a well‑known UAE brand.

Required Experience

Manager