Key Responsibilities

Core Functions

• Oversee the day-to-day operations of the customer care team, ensuring prompt and professional handling of all inquiries and complaints.
• Develop and implement service protocols to improve response time and client satisfaction.
• Monitor service KPIs and maintain high performance across all touchpoints.
• Lead the resolution of escalated issues, ensuring timely follow-up and closure.

Collaboration & Communication

• Work closely with sales, operations, and technical teams to align service expectations and execution.
• Train, mentor, and support customer care staff to maintain quality and consistency in communication.
• Maintain a feedback loop with clients to gather insights and suggest service improvements.
• Prepare internal communication on service policies, updates, and client insights.

Performance, Reporting & Strategy

• Track and report on service metrics, customer satisfaction scores, and issue resolution timelines.
• Identify trends, gaps, and areas of improvement from client interactions and data analysis.
• Recommend strategic changes to improve the customer journey and retention.
• Support digital transformation and automation initiatives in customer service.

Requirements:

• Minimum 5 years of experience in customer care or service management, preferably in the UAE.
• Strong leadership skills with experience managing teams in client-facing roles.
• Proficiency in CRM systems and ticketing tools.
• Excellent communication and conflict resolution skills.
• Ability to multitask and remain calm under pressure.
• Fluency in English; Arabic is an advantage.

Salary & Benefits:

Competitive Salary: 10,000 – 15,000 AED

• Work Visa sponsorship
• Medical insurance
• 30 days of paid annual leave
• Supportive team culture and modern office environment

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