Head of Customer Happiness Center - UAE National

Black Pearl Consult; Dubai; On-site; AED 223,200 - 334,800; Full time

Benefits offered by this job

Competitive Salary

Child Education Allowance

As per UAE Law Standard benefits

Job summary

Black Pearl Consult is seeking a Senior Customer Service Manager to oversee operations of Customer Happiness Centers in Dubai. The ideal candidate should have 12–16 years of experience, strong leadership skills, and a proven track record in managing high-call volume service centers. Responsibilities include driving customer satisfaction, leading teams, and implementing operational improvements. Benefits include a competitive salary and child education allowance, compliant with UAE standards.

Qualifications

• 12–16 years of experience in customer service management or related fields.
• Experience in government or semi-government organizations is preferred.
• Fluency in English is required; Arabic skills are highly preferred.

Responsibilities

• Oversee daily operations of Customer Happiness Centers.
• Develop strategies to improve customer satisfaction and operational efficiency.
• Lead customer service teams, mentoring and coaching for performance.

Skills

Leadership

Customer satisfaction

KPI management

Communication

Interpersonal skills

Education

Bachelor's degree in Business Administration or related field

Master's degree (considered with relevant experience)

Tools

CRM platforms

Ticketing systems

Job description

This role is ideal for a senior Customer Service Customer Happiness Customer Experience or Service Center Operations professional with strong experience in managing high‑volume service centers, driving customer satisfaction, leading teams, and improving operational performance.

Key Responsibilities

• Oversee the daily operations of Customer Happiness Centers to ensure smooth, efficient, and high‑quality service delivery.
• Develop and implement strategies to improve customer satisfaction, customer experience, and operational efficiency.
• Set and monitor KPIs, SLAs, service quality standards, and operational performance indicators.
• Lead customer service teams including mentoring, coaching, training, and performance management.
• Handle escalated customer complaints and ensure timely, professional, and effective resolution.
• Implement customer feedback mechanisms to continuously improve service quality.
• Monitor customer service performance data and identify areas for improvement.
• Ensure compliance with internal policies, procedures, confidentiality, safety, and service excellence standards.
• Prepare and implement annual operational plans aligned with the organization's strategic objectives.
• Drive process improvement, innovation, customer happiness initiatives, and service excellence across the centers.
• Coordinate with senior management on center performance, service issues, and improvement plans.
• Promote a culture of professionalism, customer focus, teamwork, and continuous improvement.

Requirements

• Bachelor's degree in Business Administration, Customer Service Management, or a related field.
• 12–16 years of experience in customer service management, customer happiness, customer care, or customer experience operations.
• Candidates with a master's degree may be considered with 8–10 years of relevant experience.
• Proven experience managing customer service centers, customer happiness centers, branch service operations, contact centers, or public service centers.
• Strong background in KPI management, SLA monitoring, service quality, customer satisfaction, and operational performance.
• Experience in handling escalated customer complaints and resolving service issues effectively.
• Strong leadership, team management, communication, and interpersonal skills.
• Experience in government or semi‑government organizations is preferred.
• Proficiency in customer service systems, CRM platforms, ticketing systems, or customer feedback tools.
• Fluency in English is required; Arabic language skills are highly preferred.
• UAE or GCC experience is preferred.

Benefits

• Competitive Salary
• Child Education Allowance
• As per UAE Law Standard benefits