Customer Service Manager (Education & Training)

About the role

The training institute is looking for an experienced Customer Service Manager to lead its front‑line support operations. You will oversee a busy front‑desk and call‑center team, ensuring high‑quality, multilingual service for learners across phone, email and in‑person interactions.

Key responsibilities

• Recruit, train, mentor and manage a customer service team.
• Oversee daily workflows, learner inquiries, appointment scheduling and coordination with instructional staff.
• Handle escalated complaints and complex issues, maintaining trust and loyalty.
• Design and refine service policies, procedures and FAQ resources.
• Monitor metrics such as satisfaction scores, response times and resolution rates, and drive data‑based improvements.
• Collaborate with operations, administration and training teams to ensure seamless learner journeys.

Required profile

• 5–6 years of experience in customer service management or supervision, preferably in education or training.
• Strong customer focus with a proven track record of reducing complaints and boosting satisfaction.
• Excellent verbal and written English; Arabic or other languages are a plus.
• Analytical mindset able to interpret service metrics.
• Organised, able to multitask in a fast‑paced, high‑volume environment.
• Diploma or degree in Business, Management, Communications or related field preferred.

Required skills

• Proficiency with CRM software.
• Experience using helpdesk tools.
• Strong command of Microsoft Office suite.
• Familiarity with scheduling systems (advantageous).

What we offer

• Competitive, tax‑free monthly salary.
• Opportunity to shape and grow a service department.
• Dynamic, multicultural work environment.
• Career growth potential within an expanding organization.