Customer Service Representative jobs in United Arab Emirates

We’re hiring: Customer Service Manager (Service Industry or Business Consulting Experience and Managerial Experience Required)

We are looking for a Customer Service Manager with a strong background in the service industry or business consulting to lead our customer service team and drive exceptional customer experiences. The ideal candidate must have proven team management experience, a strategic mindset, and a passion for operational excellence.

• Working hours: Monday to Friday, 9:00 AM – 6:00 PM

• Service Industry or Business Consulting Experience Required.

Position Overview

The Customer Service Manager is responsible for overseeing and enhancing the customer service function to ensure exceptional customer experiences. This includes managing a team of customer service representatives, developing strategies to improve service quality, and acting as the primary liaison between the company and its customers. The role is pivotal in driving customer satisfaction, loyalty, and retention.

Key Responsibilities

1. Team Leadership and Management

• Lead, coach, and mentor a team of customer service representatives to meet and exceed performance goals

• Train and onboard new team members

• Conduct regular performance reviews and provide feedback for professional development

2. Customer Interaction Management

• Monitor and respond to escalated customer inquiries or complaints

• Establish and maintain a high standard of customer service in all interactions

• Ensure timely and effective resolution of customer issues

3. Operational Excellence

• Develop and implement customer service policies, procedures, and standards

• Monitor key KPIs such as CSAT, NPS, and resolution time using analytics

• Identify and address process inefficiencies

4. Customer Feedback and Insights

• Analyze customer feedback to identify trends and areas for improvement

• Collaborate with internal teams (product, sales, marketing) to enhance customer experience

• Report on insights and service performance to senior management

5. Technology and Tools

• Oversee the use of customer service platforms (e.g., Zoho, helpdesk software)

• Recommend and implement tools to improve service delivery

6. Reputation Management

• Monitor online reviews and social media for feedback and brand perception

• Address negative feedback promptly and professionally

• Work with marketing and PR teams to strengthen the brand image

7. Strategy Development and Execution

• Develop and execute strategies for improving customer satisfaction and retention

• Stay updated on industry trends and best practices

• Drive initiatives to enhance overall customer experience

Key Qualifications

Education & Experience

• Bachelor’s degree in Business Administration, Communications, or a related field

• Advanced certifications (e.g., Certified Customer Experience Professional) are a plus

• 4+ years in customer service, with 1+ years in a managerial role

• Experience in the service industry or business consulting is essential

• Strong track record in improving customer satisfaction and team performance

Skills

• Exceptional leadership and team management skills

• Excellent interpersonal and communication abilities

• Proficiency in customer service software (e.g., Zoho) and analytics tools

• Strong problem-solving and decision-making capabilities

• Ability to manage high-pressure situations and adapt quickly