Customer Success Specialist

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

Job summary

A leading company in digital services is seeking a highly motivated Customer Success Specialist to enhance digital experience for a major government entity in UAE. This full-time role involves analyzing customer feedback across various platforms, collaborating with multidisciplinary teams, and supporting service improvement initiatives based on performance metrics. The ideal candidate requires a Bachelor's degree and at least 4 years of experience in customer success or service quality. This position does not support remote work.

Qualifications

• At least 4 years of experience in customer success or service quality role.
• Ability to analyze customer experience feedback and identify areas for improvement.

Responsibilities

• Monitor and analyze feedback from multiple customer experience channels.
• Conduct daily analysis of feedback data.
• Collaborate closely with UX and customer engagement teams.
• Prepare structured reports and dashboards highlighting service gaps.
• Support service improvement initiatives in line with digital standards.

Skills

Customer feedback analysis

Collaboration with UX and IT

Performance metrics tracking

Data-driven decision-making

Education

Bachelor's degree in public administration, business communications, IT

Tools

Jira

Figma

Job description

JOB SUMMARY

CNS is seeking a highly motivated and service-oriented Customer Success Specialist to join our team for a long-term digital transformation engagement with a major government entity in the UAE. This role will be instrumental in ensuring the delivery of a world-class digital experience by actively monitoring, analyzing and improving customer feedback channels across multiple digital platforms.

You will be part of a multidisciplinary team responsible for enhancing service quality, increasing customer satisfaction and supporting data-driven decision-making to shape future digital strategies.

DUTIES &IBILITIES

• Monitor and analyze feedback from multiple customer experience channels including:
• Web and mobile satisfaction tools
• Mystery shopper evaluations
• CRM feedback reports
• Survey platforms and user complaint portals
• Conduct daily analysis of feedback data to identify issues, trends and user pain points.
• Collaborate closely with UX, IT operations and customer engagement teams to resolve escalated feedback issues and implement enhancements.
• Track and report on performance metrics such as customer happiness, complaint resolution and engagement levels.
• Drive root cause analysis and suggest both short-term and long-term improvement actions.
• Prepare structured reports and dashboards that highlight gaps, solutions and KPI progress.
• Facilitate knowledge sharing and internal training on feedback collection tools, reporting workflows and corrective/preventive action processes.
• Support service improvement initiatives to align with government digital standards and customer satisfaction benchmarks.
• Coordinate action plans in response to feedback using platforms such as Jira, Figma or other issue-tracking systems.
• Assist in aligning service quality efforts with award criteria and regulatory compliance requirements.

QUALIFICATIONS

• Bachelor's degree in public administration, business communications, IT or a related discipline.
• 4 years of experience in customer success, service quality or public service improvement role.

Compliance with policies and procedures based on the ISO standards adopted by CNS.

REMOTE WORK

No

EMPLOYMENT TYPE

Full-time