Customer Success Specialist

CNS Middle East; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading digital transformation company in Dubai is seeking a Customer Success Specialist to oversee customer feedback channels and enhance service quality. You will collaborate with various teams to resolve issues and improve digital experiences for a major government entity. The ideal candidate should have over 4 years of experience in customer success and hold a relevant bachelor's degree. This role offers a competitive environment focused on continuous improvement.

Qualifications

• 4+ years of experience in customer success, service quality, or public service improvement role.
• Proficient in analyzing customer experiences and providing actionable insights.

Responsibilities

• Monitor and analyze feedback from multiple customer experience channels.
• Collaborate with teams to resolve escalated feedback issues.
• Prepare structured reports and dashboards highlighting performance metrics.

Skills

Customer feedback analysis

Data-driven decision making

Collaboration

Performance metrics tracking

Problem solving

Education

Bachelor’s degree in public administration, Business, Communications, IT, or related discipline

Tools

Jira

Figma

Job description

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 & RESPONSIBILITIES

• 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

Education

Bachelor’s degree in public administration, Business, Communications, IT, or a related discipline.

Experience

4+ years of experience in customer success, service quality, or public service improvement role.

Additional Information

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