Voice of Customer Program Manager

Al Fahim Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A customer service organization is seeking a Call Centre Supervisor in Dubai to oversee operations and ensure high-quality customer interactions. Responsibilities include managing team performance, handling complaints, and improving customer satisfaction by enforcing standards and analyzing feedback. The ideal candidate should be fluent in Arabic and English, possess strong analytical skills, and have experience in a similar role.

Qualifications

• 3+ years as a Call Centre Supervisor or Customer Research Specialist.
• Experience managing diverse teams.
• Preference for Call Centre Supervisors.

Responsibilities

• Oversee the overall management of the Call Centre.
• Ensure agents follow the Group’s standards.
• Create and update the Call Centre Knowledge Base.
• Supervise customer communications.
• Process and validate complaints.
• Coordinate actions based on feedback.
• Monitor escalation processes.

Skills

Fluent in Arabic

Fluent in English

Strong command of MS Office

Self-discipline

Attention to detail

Analytical skills

Conflict management skills

Education

3 years university degree

Job description

The jobholder is responsible for the overall management of the Call Centre, ensuring agents follow the Group’s standards in recording customer satisfaction surveys and responding to customer needs and complaints. He/she drives the enforcement and enhancement of the Group’s culture of valuing customer feedback. This includes collating, analyzing, and communicating customer evaluations, complaints, and suggestions related to automotive sales and services to maintain and improve customer satisfaction, as well as following up on implemented changes.

Key Accountabilities:

1. Creates and updates the Call Centre “Knowledge Base” by documenting call scenarios, routes, solutions, and escalation levels to ensure a standardized, consistent, and efficient customer experience.
2. Supervises all written communications with customers (emails & faxes) to ensure responses are standardized and consistent.
3. Ensures all complaints are processed according to established procedures, validates closure with customers, and reopens complaints when necessary for resolution.
4. Coordinates with the Direct Marketing Specialist to communicate actions taken based on customer feedback to maximize satisfaction.
5. Monitors and investigates escalation processes, redefining them as needed in coordination with relevant Business Units.
6. Manages case priorities, categories, workflows, and resolution times, sharing insights with the marketing department about customer feedback and business responses.

Language Requirements:

• Arabic - Fluent / Excellent
• English - Fluent / Excellent

Additional Requirements:

• Own a Car: Any
• Have a Driving License: Any

Job Skills

Qualification: 3 years university degree

Experience: 3+ years as a Call Centre Supervisor or Customer Research Specialist, with strong experience managing diverse teams; preference for Call Centre Supervisors.

Knowledge and Skills:

• Strong command of MS Office
• Fluent in written and spoken Arabic and English
• Self-discipline, organization, delegation, and team motivation skills
• Attention to detail
• Analytical and problem-solving skills
• Conflict management skills