Customer Support Manager

Zurich 56 Company Ltd; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading company in the Dubai International Financial Centre is looking for a proactive Customer Support Manager to provide high-quality support for the DEWS scheme. With a focus on client relationships and service excellence, you'll be responsible for handling client queries, supporting onboarding processes, and ensuring compliance with local employment laws. Your expertise in employee benefits, strong communication skills, and experience in financial services will be crucial to thrive in this role.

Qualifications

• At least 5 years' experience in client service or support, preferred in financial services.
• Strong knowledge of employee benefits and understanding of DIFC Employment Law and DEWS.
• Fluent in English; Arabic is preferred.

Responsibilities

• Act as a key support contact for clients, handling queries and coordinating resolutions.
• Manage and update client service records for accuracy and timely follow-up.
• Assist with onboarding for new employers and members.

Skills

Interpersonal skills

Communication skills

Organizational skills

Attention to detail

Customer-focused mindset

Data management

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

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Customer Support Manager

124841

Job Summary

Zurich Workplace Solutions is the region’s leading end-of-service benefits provider operating in the Dubai International Financial Centre (DIFC). We manage the DEWS (Defined End of Service Benefits) scheme — a mandatory workplace savings plan that provides end-of-service benefits to employees in compliance with DIFC Employment Law.

We are seeking a proactive and client-focused Customer Support Manager (CSM) to join our team. In this role, you will support clients across the DEWS scheme, handling day-to-day service needs, resolving queries, and ensuring delivery of high-quality support in line with DEWS requirements and client expectations.

Job Accountabilities

As Customer Support Manager, your role will involve:

• Acting as a key support contact for clients, handling inbound queries and coordinating resolutions across internal teams.
• Managing and updating client service records, ensuring data accuracy and timely follow-up
• Supporting onboarding for new employers and members, including document reviews and welcome communications.
• Assisting with the preparation and delivery of client presentations, service reports, and scheme-related updates.
• Providing support in resolving client and member issues, escalating where required, and ensuring timely closure.
• Assisting in identifying trends in client requests to improve service quality and operational efficiency.
• Ensuring service delivery remains compliant with DEWS scheme rules and DIFC Employment Law.
• Coordinating with administrators and other stakeholders to ensure accurate contribution processing and account handling.
• Helping to maintain knowledge bases and support material for both internal and external use.
• Building trust and rapport with clients through consistent and professional service interactions.

Job Qualifications

To be successful in your role, you will need:

• Bachelor’s degree or equivalent
• Minimum 5 years' experience in a client service or support role, ideally within financial services, insurance, or employee benefits
• Strong knowledge of employee benefits and a solid understanding of DIFC Employment Law and the DEWS scheme
• Excellent interpersonal and communication skills
• Professional client-facing experience, with a customer-first mindset
• Strong organizational skills and attention to detail
• Comfortable working with data, documentation, and service tools
• Fluent in English; Arabic is preferred.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint)
• Ability to manage multiple priorities and deadlines under pressure.
• Positive attitude and willingness to learn and grow within a dynamic environment.

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great!
Join us as we constantly explore new ways to protect our customers and the planet .

• Location(s): AE - Dubai
• Schedule: Full Time
• Recruiter name: Leigh Jeremy Jaye Santander