Customer Service Team Manager

About the role

The Customer Service Team Manager will lead a high‑volume service centre that handles both walk‑in visitors and telephone enquiries. Reporting to senior operations, the manager ensures seamless service delivery, fast case resolution and a consistently excellent customer experience.

Key responsibilities

• Oversee daily operations of the customer service centre, ensuring smooth handling of multiple service channels.
• Lead, coach and support frontline agents handling walk‑in customers and inbound calls.
• Monitor team performance, productivity, service quality and adherence to KPIs, SLAs and turnaround times.
• Manage the full lifecycle of customer inquiries, complaints, requests and service cases from receipt to closure.
• Ensure accurate logging, tracking and timely resolution of all cases.
• Handle escalated or sensitive issues and coordinate with stakeholders to achieve swift solutions.

Required profile

• 5–8+ years of experience in customer service, contact‑center or similar environments.
• Previous experience as a team leader, supervisor, manager or operations lead.
• Proven ability to manage high‑volume, fast‑paced public‑facing services.
• Strong problem‑solving, stakeholder coordination and communication skills.
• Fluent Arabic and English – both written and spoken.
• Preferably based in the UAE; experience in government, aviation, utilities, banking, telecom or healthcare is a plus.

Required skills

• Escalation Management
• Case Request Management
• Service Resolution
• Complaint Handling
• Contact centre operations