Customer Service Manager

Max Piccinini; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading company in training and coaching for business owners is seeking a Customer Service Manager in Dubai. This pivotal role involves managing customer service processes, optimizing operations, and ensuring client satisfaction while supporting sales teams. The ideal candidate will have 3-5 years of experience in a digital environment with proficiency in CRM tools and strong communication skills.

Qualifications

• 3-5 years in customer service management, ideally in a digital environment.
• Fluent in French, both spoken and written.
• Proficiency in HubSpot and CRMs is essential.

Responsibilities

• Oversee the Customer Service team for maximum client satisfaction.
• Improve customer service processes using HubSpot.
• Collaborate with the Client Support team to strengthen client trust.

Skills

Customer Service Management

Process Optimization

Analytical Skills

Clear Communication

Emotional Intelligence

Tools

HubSpot

Asana

Google Drive

Job description

Max Piccinini, a leader in training and coaching for business owners, is continuing its growth with the goal of delivering an exceptional customer experience while maximizing the performance of its sales teams. To support this mission, we are recruiting a Customer Service Manager, who will play a key role in bridging the gap between the Sales and Customer Service teams. > Your Role: As Customer Service Manager, you will be a cornerstone in managing Customer Service processes and providing operational support to the Sales teams. You will ensure smooth communication of key information and help optimize the client experience to fuel our growth. Your responsibilities: - Customer Service Supervision: Oversee the Customer Service team to ensure proactive follow-up and maximum client satisfaction. Identify areas for improvement in the customer journey and foster smooth collaboration between internal teams. - Process Optimization: Improve customer service processes—particularly through HubSpot—by reviewing tracking dashboards and revamping tools for more efficient and streamlined operations. - Seminar Presence: Attend selected seminars to connect directly with clients, understand their needs, and strengthen relationships. - Client Interaction Management: Collaborate with the Client Support team to strengthen client trust, prioritize phone interactions, and maintain a proactive, empathetic approach. - Payment Follow-Up: Monitor client payments, identify late payments, follow up when necessary, and ensure smooth, professional communication to maintain strong commercial relationships. - Sales Team Support: Assist the sales teams with product-related questions and technical issues, ensuring they receive timely and clear information. - KPI Monitoring: Help track performance by managing key metrics for both the Sales and Customer Service teams, maintaining high standards and ensuring client satisfaction.

- Experience: 3 to 5 years in customer service management, ideally in a digital environment, with prior experience leading a customer support team. Experience in process optimization is a strong plus. - Tech-savvy: Comfortable with tracking tools such as Asana, Google Drive, and dashboard tools. Proficiency in HubSpot and CRMs is essential. - Analytical Skills: Strong attention to detail and ability to streamline processes to make customer service more efficient and pleasant for both clients and internal teams. - Clear Communication: Able to convey ideas with clarity and adapt your message to be understood by the team, clients, and other departments. - Autonomy & Proactivity: Proactive and self-reliant, you can anticipate team needs and take initiatives to improve both processes and client satisfaction. You bring a managerial presence that supports and motivates the team. - Emotional Intelligence & Flexibility: Calm under pressure and emotionally composed. You adapt your organization and priorities based on the evolving needs of the client service team. - Languages: Fluent in French, both spoken and written.