Luxury Customer Service Manager

FRSHR Leather Restoration; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Tanqeeb in Dubai is seeking a hands-on Head of Customer Service to lead a growing team and uphold a culture of excellence. You will design policies, monitor metrics, and drive process improvements to boost satisfaction and efficiency while handling escalations with empathy.

The ideal candidate has 5+ years in customer service, including 2+ in management, with a proven track record of building successful service strategies.

Qualifications

• Bachelor's degree in Business Administration, Communications or related field.
• Minimum 5 years of customer service experience, including at least 2 years in a managerial role.
• Proven track record in developing and implementing customer service strategies that improve satisfaction.
• Strong leadership skills with the ability to motivate diverse teams to achieve goals.

Responsibilities

• Lead and mentor a team of customer service representatives to uphold excellence and accountability.
• Develop and implement customer service policies to boost satisfaction and efficiency.
• Analyze feedback and metrics to identify trends and drive continuous improvement.
• Handle escalated complaints with empathy and professionalism to protect the company’s reputation.

Skills

Leadership

People management

Customer service strategy

Education

Bachelor's degree in Business Administration, Communications or related field

Job description

• Lead and mentor a team of customer service representatives, fostering a culture of excellence and accountability.
• Develop and implement customer service policies and procedures that enhance customer satisfaction and operational efficiency.
• Analyze customer feedback and service metrics to identify trends and areas for improvement, driving continuous enhancement.
• Manage escalated customer complaints with empathy and professionalism, ensuring swift resolutions that uphold company reputation.

Desired Candidate Profile

• Bachelor's degree in Business Administration, Communication, or a related field, with a focus on customer relations.
• Minimum 5 years of experience in customer service, with at least 2 years in a managerial role, preferably in a fast-paced environment.
• Proven track record of developing and implementing successful customer service strategies that drive satisfaction.
• Strong leadership skills, with the ability to inspire and motivate diverse teams to achieve common goals.