Customer Service Operations Manager

Adecco; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading talent advisory company in Abu Dhabi is seeking a Customer Service Operations Manager to oversee customer service operations. The candidate must have over 10 years of experience in customer service and at least 5 years in a managerial role. Responsibilities include managing support teams, improving service processes, and aligning service delivery with technology solutions. This role is essential for driving customer satisfaction and operational efficiency in a prestigious client setting.

Qualifications

• 10+ years of experience in customer service/operations.
• 5+ years of managerial experience.
• Experience in UCC, AV, IT Distribution, or enterprise technology sectors.

Responsibilities

• Lead day-to-day operations of the customer service team.
• Develop and implement customer satisfaction strategies.
• Define and monitor key service metrics.

Skills

Customer service management

Operational efficiency

Team leadership

Process improvement

Education

Bachelor’s degree in Business Administration or related field

MBA preferred

Tools

CRM systems

Zoho

Job description

About the role

Role: Contract – Duration: 6 Months – Location: Onsite in Dubai. Adecco is hiring a Customer Service Operations Manager for our prestigious client in Dubai to lead and manage the customer service operations, ensuring consistent service excellence, operational efficiency, and a customer‑first approach. The role involves managing customer support teams, improving service processes, and aligning service delivery with technology solutions offerings.

What you’ll be doing

Customer Service Management

• Lead and manage the day‑to‑day operations of the customer service team across multiple channels (phone, email, etc.).
• Develop and implement strategies to improve customer satisfaction, retention.

Operational Efficiency

• Define and monitor key service metrics (SLAs, CSAT, first response time, etc.) and take action to improve performance.
• Optimize support workflows and implement best practices in service delivery, including knowledge base management and self‑service tools.
• Work closely with logistics and technical support to ensure prompt resolution of service requests and part replacements.

Team Leadership & Development

• Recruit, train, and coach customer service representatives to maintain high performance and service standards.
• Conduct regular performance reviews and support career development plans.
• Foster a customer‑centric and accountable team culture.

Process Improvement & Reporting

• Drive continuous improvement initiatives across customer service functions.
• Analyze service data to identify trends, gaps, and opportunities for improvement.
• Present regular reports to senior management with insights and recommendations.

Cross‑Functional Collaboration

• Collaborate with sales, pre‑sales, logistics, and technical teams to ensure smooth customer experience throughout the lifecycle.
• Align customer service operations with company goals and client expectations, especially for AV/IT solution deployments and service contracts.

About you

• Bachelor’s degree in Business Administration, Operations, or a related field (MBA preferred).
• 10+ years of experience in customer service/operations, with at least 5 years in a managerial role.
• Experience in UCC, AV, IT Distribution, or enterprise technology sector preferred.
• Proven experience with CRM systems, Zoho, and service metrics reporting.

If you are interested, we want to hear from you!

Adecco is the world’s leading talent advisory and solutions company. We are driven by a powerful purpose – making the future work for everyone. As a career partner, we support the employability and employment of our Candidates and Associates and are committed to their success.

Adecco Middle East is an Equal Opportunities Employer headquartered in Dubai, UAE.

By applying for this role, your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website: https://www.adecco.com/en-ae/candidate-privacy-notice