Customer Service Operations Manager

Hire Rightt - Executive Search & HR Advisory; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading HR advisory firm in Dubai is seeking a Customer Service Manager to oversee the service operations. Responsibilities include managing the customer service team, implementing strategies for customer satisfaction, and driving process improvements. The ideal candidate has over 10 years of experience in customer service, with at least 5 years in a managerial role and a strong background in enterprise technology. This role offers the chance to lead a customer-first team and optimize service delivery across multiple channels.

Qualifications

• 10+ years of experience in customer service/operations.
• At least 5 years in a managerial role.
• Experience in UCC, AV, IT Distribution, or enterprise technology sector preferred.

Responsibilities

• Lead and manage customer service operations.
• Develop and implement strategies to improve customer satisfaction.
• Drive continuous improvement initiatives across customer service functions.

Skills

Customer relationship management

Leadership

Process improvement

Data analysis

Education

Bachelor’s degree in Business Administration

MBA preferred

Tools

CRM systems

Zoho

Job description

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 the organization's and technology solutions offerings.

Key Responsibilities:

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.
• Resolve escalated customer complaints with efficiency and professionalism.

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.

Qualifications & Experience:

• 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.