Customer Service Manager

Company Description HORECA 360 is a UAE-based B2B procurement and supply chain company that helps businesses simplify purchasing through one trusted partner. The company connects hotels, restaurants, cafés, coffee roasters, bakeries, retailers, healthcare providers, educational institutions, corporate offices, and hospitality businesses with a global network of manufacturers, producers, distributors, and strategic supply partners. Customers benefit from a comprehensive procurement ecosystem that delivers competitive pricing, consistent product quality, reliable logistics, and streamlined supply chain management. HORECA 360’s solutions span strategic procurement, global sourcing, import and export, distribution, vendor management, private label development, and procurement consultancy, enabling clients to focus on core operations. The organization is committed to building resilient supply chains, long-term partnerships, and business growth through smarter sourcing decisions.Role Description The Customer Service Manager is a full-time, on-site role based in Dubai, United Arab Emirates. This role is responsible for leading the customer service team, setting service standards, and ensuring a consistently high level of support for all B2B clients across the hospitality and related sectors. Day-to-day responsibilities include overseeing customer inquiries, resolving escalated issues, monitoring service performance metrics, and implementing process improvements to enhance customer satisfaction. The manager will collaborate with procurement, sales, and logistics teams to ensure seamless communication, timely issue resolution, and a positive end-to-end customer experience. The role also involves coaching and developing team members, maintaining accurate records of customer interactions, and contributing to customer service policies and best practices.Qualifications Demonstrated expertise in Customer Service Management and Customer Support, including experience leading customer-facing teams.Proven ability to drive high levels of Customer Satisfaction through effective service processes and issue resolution.Strong Communication skills, with the ability to interact clearly and professionally with clients and internal stakeholders.Solid Analytical Skills to interpret service metrics, identify trends, and recommend data-driven improvements.Experience in B2B or hospitality, procurement, or supply chain environments is highly beneficial.Ability to work on-site in Dubai, United Arab Emirates, and collaborate in a fast-paced, multicultural setting.Bachelor’s degree in Business, Management, Hospitality, or a related field, or equivalent professional experience.Proficiency with CRM systems, ticketing tools, and standard office software; familiarity with service process optimization is an advantage.