Customer Complaints Supervisor – Contact Center

About the role

The Customer Complaints Supervisor leads the Consumer Relations team within BMW AGMC UAE’s contact centre, ensuring timely, fair and compliant resolution of customer complaints across dealership operations, mobility services and after‑sales. The role focuses on elevating service recovery standards, coordinating cross‑functional actions and maintaining strong relationships with internal departments and regulatory bodies.

Key responsibilities

• Supervise daily operations of the Consumer Relations team to handle and resolve customer complaints efficiently.
• Investigate complaints thoroughly and resolve them in line with AGMC, OEM policies, legal and regulatory requirements.
• Coordinate with Sales, After‑Sales, Finance, Legal, Operations and external authorities to support complaint resolution.
• Manage escalated and high‑risk cases, ensuring professional and timely responses.
• Monitor complaint volumes, root causes and trends to identify systemic issues and improvement opportunities.
• Drive continuous improvement of handling processes, templates and response standards.
• Maintain accurate documentation, case tracking and audit trails in CRM systems.
• Define and enforce service level agreements (SLAs) for resolution with internal stakeholders.
• Support training and coaching of Complaints Specialists to enhance investigation, negotiation and communication skills.

Required profile

• Bachelor’s degree in Business, Law, Customer Experience or a related field (preferred).
• Minimum four years of experience in complaint management or customer service, preferably in an automotive or contact‑center environment.
• Strong conflict‑resolution, negotiation and analytical abilities.
• Knowledge of regulatory environments and complaint‑management frameworks.
• Ability to handle sensitive cases with professionalism and discretion.
• Detail‑oriented, resilient under pressure and capable of driving cross‑functional ownership.

Required skills

• CRM Systems