Customer Support Manager

Zurich Insurance Company Ltd; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

Zurich Workplace Solutions is looking for a proactive Customer Support Manager to oversee client support for their DEWS benefits scheme. The role entails managing client interactions, resolving queries, and ensuring compliance with employment laws while delivering high-quality service. Success in this role requires strong interpersonal skills and a solid background in client service or support.

Qualifications

• Minimum 5 years' experience in a client service or support role.
• Strong knowledge of employee benefits and DIFC Employment Law.
• Fluent in English; Arabic is preferred.

Responsibilities

• Act as key support contact for clients, handling inbound queries.
• Manage and update client service records, ensuring accuracy.
• Assist with onboarding for new employers and members.

Skills

Client service

Communication

Organizational skills

Attention to detail

Education

Bachelor s degree or equivalent

Tools

Microsoft Office (Excel, Word, PowerPoint)

Job description

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.

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