Customer Service Manager

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

Job summary

A dynamic care service provider in Dubai is seeking a Customer Service Manager to lead a team and ensure high-quality client support. The ideal candidate will have 5+ years of experience in customer service, strong leadership skills, and be passionate about making a difference in client care. This role requires flexible shifts to accommodate various schedules and comes with opportunities for development and support in a compassionate work culture.

Benefits

Opportunities for career development

Supportive work culture

Training opportunities

Qualifications

• Minimum 5 years’ customer service experience in an English-speaking environment.
• At least 3 years in a supervisory or managerial role.
• Strong communication and leadership skills.

Responsibilities

• Lead and mentor the customer service team.
• Ensure timely response to all client queries.
• Monitor call systems to ensure shifts are confirmed.

Skills

Customer service experience

Leadership skills

Communication skills

Planning skills

Job description

Overview

Join Aemitti as a Customer Service Manager

Location: Dubai

Salary: 8,857 per month Approx. (Exchange rate & experience considered)

Hours: Rotational shifts including days, nights, and weekends (Full flexibility required)

About Us

We are launching an exciting new venture and are currently seeking an experienced Customer Service Manager to join our dynamic team in our brand-new, luxurious office in Dubai. In this role, you will support a UK-based client with over 30 years of outstanding service as a care provider. Your contribution will be key in upholding the exceptional standards that our client has built their reputation on.

At Aemitti, we place people at the heart of everything we do. We believe that exceptional customer service begins with a genuine commitment to care and quality. If you’re passionate about delivering high standards, thrive in a fast-paced environment, and are motivated by the opportunity to make a real difference, then we would love to have you on our team.

About the Role

As our Customer Service Manager, you will lead a dedicated team of nine Customer Service Administrators, acting as the first point of contact for our clients. Your mission? Ensure every shift is confirmed, every call is answered, and every client feels valued and supported. You will be responsible for overseeing daily operations, monitoring service delivery, and coaching your team to consistently provide compassionate, solution-focused support. Your leadership will be key in delivering a seamless experience for all clients. As the first voice people hear when contacting Aemitti, we’re looking for someone with a clear, confident English accent and exceptional interpersonal skills. You’ll need to be warm, professional, and able to build trust from the very first interaction.

Key Responsibilities

• Lead and mentor the customer service team
• Ensure timely response to all client and care worker queries
• Monitor electronic call systems and ensure shifts are confirmed
• Investigate service discrepancies and escalate where necessary
• Manage complaints and safeguarding concerns professionally
• Ensure team performance meets agreed KPIs
• Deliver regular 1-2-1s and support development through coaching
• Support wider care teams with admin and coordination tasks

Why Join Aemitti?

• Be part of a team that truly values integrity, compassion, and excellence
• Opportunities for career development and training
• A role where your leadership makes a real difference
• Supportive work culture that values your voice and ideas

Ready to Lead with Compassion?

If you're a strong leader with a passion for customer care and making a real impact, we’d love to hear from you!

Skills and Requirements

• Minimum 5 years’ customer service experience (English-speaking environment)
• At least 3 years in a supervisory or managerial role
• Strong communication, planning, and leadership skills
• Passion for supporting vulnerable people and delivering top-tier service
• C1 English language level or equivalent
• Calm under pressure and highly organised
• Willingness to work flexible shifts including nights and weekends
• Desirable: Experience in the care sector