A reputable and fast-growing training and educational institute in Dubai is seeking an experienced Customer Service Manager to lead our front-line support operations. We provide structured, high-quality learning experiences to a diverse, multilingual client base. We are looking for a hands-on leader who can drive customer satisfaction, streamline service workflows, and effectively manage a busy front-desk and call-center team.
Key Responsibilities:
- Team Leadership: Recruit, train, mentor, and manage a customer service team, ensuring staff delivers professional, timely, and courteous support across phone, email, and in-person interaction
- Operations Management: Oversee daily service workflows, including managing learner inquiries, appointment scheduling, and coordination with instructional/training staff
- Escalation Handling: Act as the primary point of contact for complex complaints and escalated issues, resolving conflicts diplomatically while maintaining trust and loyalty
- Process Development: Design and refine customer service policies, procedures, and FAQ resources to improve efficiency and service quality
- Performance Tracking: Monitor key metrics (customer satisfaction scores, response times, resolution rates), analyze feedback, and implement data-driven improvement
- Cross-functional Collaboration: Work closely with operations, administration, and training teams to ensure seamless learner journeys and address any operational bottlenecks
Qualifications & Requirements:
- Experience: Minimum 5–6 years in a Customer Service Management or supervisory role, preferably within the education, training, or service-oriented sector
- Customer Focus: Proven ability to manage feedback, reduce complaints, and drive high satisfaction levels
- Communication: Excellent verbal and written communication skills (English required; Arabic or other languages are a strong advantage)
- Analytical Skills: Ability to interpret service metrics and translate data into actionable operational improvements
- Technical Skills: Proficiency with CRM software, helpdesk tools, and MS Office (experience with scheduling systems is a plus.
- Organizational Skills: Strong time-management and multitasking abilities in a fast-paced, high-volume environment.
- Education: Diploma or degree in Business, Management, Communications, or a related field is preferred
- Flexibility: Willingness to work flexible hours as required by operational needs
What We Offer
- Competitive, tax-free monthly salary.
- Opportunity to lead and shape a growing service department.
- A dynamic, multicultural work environment.
- Career growth potential within an expanding organization.
