Customer Service Manager

Confidential Jobs; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Confidential Jobs in Dubai is seeking an experienced leader to manage the day-to-day operations of a high-volume customer service center, overseeing walk-in and telephone channels and ensuring timely resolution of inquiries and service requests.

You will lead frontline teams, monitor KPIs and service levels, handle escalations, and drive customer satisfaction through consistent, professional service delivery in a fast-paced public-facing environment.

Qualifications

• 5–8+ years of experience in customer service or related operations.
• Experience as a Team Leader, Supervisor, Manager or Center Operations Lead.
• Strong exposure to walk-in and contact center operations.
• Experience with complaint handling, escalation and service resolution.
• Experience monitoring KPIs, SLAs, turnaround times and team performance.
• Excellent interpersonal, leadership and communication skills.
• Fluent Arabic and English communication is essential.
• Candidates based in the UAE preferred.

Responsibilities

• Manage the daily operations of the customer service center and ensure smooth delivery of multiple services.
• Lead, supervise and support frontline agents handling walk-in customers and calls.
• Monitor team performance, service quality and adherence to standards.
• Oversee inquiries, complaints, requests and service cases from receipt to closure.
• Ensure cases are logged, tracked, followed up and closed within timelines.
• Handle escalated issues and ensure timely resolution.
• Coordinate with internal departments to resolve requirements.
• Monitor service levels, turnaround times, customer satisfaction and KPIs.
• Ensure compliance with procedures and standards.
• Identify recurring issues and opportunities for improvement.
• Implement initiatives to improve customer satisfaction and experience.

Skills

Team Leadership

Customer Service Excellence

Stakeholder Coordination

People Management

Communication

Job description

The role will be responsible for managing the day-to-day operations of a high-volume customer service center, serving customers through both walk-in and telephone channels. The candidate will lead frontline customer service teams, oversee inquiries, complaints and service requests, ensure timely case resolution, and maintain consistently high standards of customer experience and service delivery.

Candidate Requirements:

• 5–8+ years of experience in Customer Service, Customer Experience, Customer Relations, Contact Center, Service Center or similar operations.
• Prior experience as a Team Leader, Supervisor, Manager or Center/Branch Operations Lead managing frontline customer-facing employees.
• Strong exposure to walk-in customer service and/or contact center operations.
• Demonstrated experience in complaint handling, escalation management, case/request management and service resolution.
• Experience monitoring KPIs, SLAs, turnaround times, service quality and team performance.
• Strong stakeholder coordination and problem-solving capability.
• Comfortable managing a high-volume, fast-paced public-facing service environment.
• Excellent interpersonal, leadership and communication skills.
• Fluent Arabic and English communication skills are essential.
• Candidates currently based in the UAE are preferred.
• Experience within government services, public service centres, aviation, transportation, utilities, banking, telecom, healthcare or other high-volume customer-facing environments would be an advantage.

Key Responsibilities:

• Manage the daily operations of the customer service center and ensure smooth delivery of multiple customer services.
• Lead, supervise and support frontline Customer Service Agents handling walk-in customers and incoming calls.
• Monitor team performance, productivity, service quality and adherence to defined service standards.
• Oversee customer inquiries, complaints, requests and service cases from initial receipt through resolution and closure.
• Ensure customer requests and cases are accurately logged, tracked, followed up and closed within agreed timelines.
• Handle escalated or sensitive customer issues and ensure appropriate and timely resolution.
• Coordinate with relevant internal departments and stakeholders to resolve customer requirements.
• Monitor service levels, turnaround times, customer satisfaction and operational KPIs.
• Ensure compliance with established procedures, operational guidelines and customer service standards.
• Identify recurring customer issues, service gaps and improvement opportunities.
• Implement initiatives to improve customer satisfaction, service efficiency and overall customer experience.
• Maintain a professional, customer-focused environment capable of handling high volumes of public interaction.