Customer Service Manager (UAE Nationals)

Customer Service ManagerLocation: Dubai, UAEEmployment Type: Full-timeJob Summary:We are looking for an experienced Customer Service Manager to oversee the day-to-day operations of a high-volume customer service center. The role will be responsible for leading the customer service team, ensuring efficient service delivery, managing escalations and maintaining high standards of customer experience.Key Responsibilities:Manage daily operations of the customer service center and supervise customer service teams.Lead, coach and monitor team performance to achieve service and operational targets.Oversee customer enquiries, complaints, requests and service cases through to timely resolution.Ensure customer requests are accurately recorded, tracked and closed within defined timelines.Handle escalated customer concerns and coordinate appropriate resolutions.Monitor service quality, customer satisfaction and overall operational performance.Coordinate with relevant internal teams to ensure smooth and timely service delivery.Review team productivity, service levels and operational reports.Ensure adherence to established processes, procedures and service standards.Identify opportunities to improve customer experience, operational efficiency and service quality.Support the development and implementation of customer service improvement initiatives.Requirements:5–6+ years of experience in customer service, customer experience, contact center or service operations.Proven experience managing or supervising a customer-facing team.Strong background in complaint handling, case management and customer service operations.Excellent communication and interpersonal skills.Strong leadership, problem-solving and decision-making abilities.Ability to manage a high-volume, fast-paced service environment.Strong understanding of customer experience and service quality standards.Candidates currently based in the UAE are preferred.