Manager Customer Complaint Management

Talents Tide; Dubai; On-site; AED 201,000 - 335,000; Full time

Job summary

Talents Tide is seeking an experienced Manager of Customer Complaint Management in Dubai to lead complex resolution processes, improve customer satisfaction, and drive service excellence for a semi-government entity. This role requires strong leadership in end-to-end complaint handling and collaboration across departments.

The ideal candidate will possess 4–6 years in complaint management or customer service, experience managing teams, and proficiency with CRM systems and MS Office.

Qualifications

• Bachelor's degree in Business or related field required; Masters preferred.
• 4–6 years experience in complaint management or customer service with managerial exposure.
• Strong communication, analytical, and stakeholder-management skills.
• Proficiency in CRM systems and Microsoft Office.
• Knowledge of industry regulations and customer service best practices.

Responsibilities

• Manage and resolve customer complaints end-to-end, ensuring timely and effective solutions.
• Analyze recurring issues, identify root causes, and recommend process enhancements.
• Collaborate with cross-functional teams to implement corrective and preventive actions.
• Ensure compliance with internal policies and regulatory standards.
• Prepare regular reports on complaint trends, insights, and service improvements.
• Engage with senior stakeholders and external bodies to resolve escalated cases.
• Use data and customer feedback to drive service quality and experience enhancements.

Skills

Communication

Analytical thinking

Stakeholder management

Regulatory knowledge

Service mindset

Education

Bachelor's degree in Business or related field

Master's degree (preferred)

Tools

CRM systems

Microsoft Office

Job description

About the job Manager Customer Complaint Management

We are seeking an experienced Manager Customer Complaint Management in Dubai to lead complex complaint resolution, enhance customer satisfaction, and drive continuous service improvements for our prestigious semi government entity.

Key Responsibilities

Manage and resolve customer complaints end-to-end, ensuring timely and effective solutions.

Analyze recurring issues, identify root causes, and recommend process enhancements.

Collaborate with cross-functional teams to implement corrective and preventive actions.

Ensure compliance with internal policies and regulatory standards.

Prepare regular reports on complaint trends, insights, and service improvements.

Engage with senior stakeholders and external bodies to resolve escalated cases.

Use data and customer feedback to drive service quality and experience enhancements.

Qualifications

Bachelors degree in Business or related field (Masters preferred).

4-6 years experience in complaint management or customer service, with managerial exposure.

Strong communication, analytical, and stakeholder-management skills.

Proficiency in CRM systems and Microsoft Office.

Knowledge of industry regulations and customer service best practices.

Due to the high volume applications only shortlisted candidates will be contacted.