Customer Service Manager

Role SummaryThe Customer Service Manager will oversee all customer service and contact center operations, ensuring exceptional client satisfaction while maintaining company standards and procedures. This role requires strong leadership skills, a data-driven approach to service quality, and a deep understanding of local culture to effectively manage client relationships and team dynamics.Key ResponsibilitiesLead and develop the customer service and call center team to deliver exceptional service standardsOwn and drive improvement of Net Promoter Score (NPS), CSAT, and other key service quality metrics across all customer touchpointsHandle escalated customer complaints and provide effective, timely resolutionsImplement and maintain customer service processes, workflows, and systems, including CRM and call center technology platformsMonitor call center KPIs (average handling time, first-call resolution, response/resolution SLAs, call volume trends) and provide coaching to improve team performanceAnalyze customer feedback, NPS trends, and service data to identify root causes and implement corrective action plansBuild and maintain strong relationships with key clientsEvaluate and recommend improvements to customer service technology (call center software, ticketing systems, IVR, reporting dashboards) in coordination with ITEnsure compliance with company policies, procedures, and data privacy standardsPrepare regular performance reports and NPS/service metrics dashboards for senior managementRequirementsStrong process-oriented mindset with ability to develop, optimize, and scale systemsProven leadership experience managing customer service or call center teamsWorking knowledge of NPS/CSAT methodologies and how to translate data into action plansFamiliarity with call center technology and CRM platforms (e.g., ticketing systems, IVR, call analytics tools)Excellent team collaboration abilitiesHands-on experience resolving complex customer complaintsStrong problem-solving skills and attention to detailDedication to delivering exceptional customer experiencesNote: This job description is not exhaustive, and other duties may be assigned as per business needs.QualificationsBachelor's degree in Business Administration, Customer Service Management, or related fieldMinimum 10 years' experience in customer service management, including experience managing a call/contact centerSkillsSoft skills: Excellent organizational and time management skills; strong written and verbal communication abilities; high level of professionalism and attention to detail; ability to work independently and handle multiple tasks simultaneouslyTechnical skills: Proficiency in Microsoft Office Suite, CRM systems, and call center/contact center software; comfortable working with performance dashboards and reporting toolsLanguages: English (required), Arabic (a plus)