Senior Manager, Customer Complaint & Service Quality

Talents Tide; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A prestigious semi-government entity in Dubai is seeking an experienced Manager for Customer Complaint Management to handle complex complaint resolutions and improve customer satisfaction. Ideal candidates will have 4-6 years of experience in complaint management or customer service, strong analytical abilities, and proficiency in CRM systems. Responsibilities include analyzing recurring issues, collaborating with teams, and preparing reports on complaint trends. Join us to drive continuous service improvements.

Qualifications

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

Strong communication

Analytical skills

Stakeholder management

Proficiency in CRM systems

Proficiency in Microsoft Office

Education

Bachelors degree in Business or related field

Masters preferred

Job description

A prestigious semi-government entity in Dubai is seeking an experienced Manager for Customer Complaint Management to handle complex complaint resolutions and improve customer satisfaction. Ideal candidates will have 4-6 years of experience in complaint management or customer service, strong analytical abilities, and proficiency in CRM systems. Responsibilities include analyzing recurring issues, collaborating with teams, and preparing reports on complaint trends. Join us to drive continuous service improvements.