Customer Service Manager

About the role

The Customer Service Manager will oversee the day‑to‑day operations of a high‑volume service centre in the UAE, handling both walk‑in and telephone interactions. The role requires leading frontline agents, ensuring timely case resolution and maintaining high standards of customer experience.

Key responsibilities

• Manage daily operations of a high‑volume customer service centre, ensuring smooth delivery of walk‑in and telephone services.
• Lead, supervise and support frontline agents, monitoring performance, productivity and service quality.
• Oversee handling of inquiries, complaints and service requests from receipt through resolution, ensuring timely case closure.
• Handle escalated or sensitive issues and coordinate with internal departments to meet customer requirements.
• Monitor KPIs, SLAs, turnaround times and customer satisfaction, driving continuous improvement.

Required profile

• 5–8+ years of experience in customer service, contact‑center or similar high‑volume environments.
• Proven experience leading teams as a supervisor, manager or operations lead.
• Strong problem‑solving, stakeholder coordination and escalation management abilities.
• Fluent Arabic and English communication skills.
• Experience monitoring service metrics and implementing improvement initiatives.