Head of Customer Happiness & Service Center Operations

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

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.